Manager, Command Centre, Enterprise Workforce Management

Work Location:

London, Ontario, Canada

Hours:

37.5

Line of Business:

TD General

Pay Details:

$96,900 - $136,800 CAD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Job Description:

Department Overview

The Workforce Management (WFM) team is a strategic enabler within the North American Shared Services model, supporting customer and colleague experience across all Phone Channel lines of business. WFM operates as a trusted enterprise advisor , aligning demand, capacity, cost, and service outcomes to deliver consistent, high-quality experiences.

As the organization continues to evolve, WFM is transforming into a technology-enabled, data-driven function , leveraging modern platforms such as AWS, Databricks, and Azure (Analytics Zone) to deliver scalable insights, predictive forecasting, and real-time workforce decisioning. This transformation supports TD’s enterprise priorities of simplification, automation, and insight-to-action at scale.

Role Summary

This is a high-visibility, enterprise-facing leadership role within Workforce Management, accountable for leading the WFM Command Center and real-time operational management across broader NACO pillars.

The role operates at the intersection of customer experience, workforce execution, operational risk, and enterprise incident management . The successful candidate will act as a trusted advisor to Operations, WFM, Technology, and senior leaders , translating real-time performance signals into clear decisions and coordinated actions that protect service, colleague capacity, regulatory obligations, and customer outcomes.

This role requires a strong enterprise and end-to-end operating mindset , connecting intraday demand, staffing, schedule adherence, systems health, incident impacts, and business priorities. The Manager will balance rapid decision-making with disciplined governance, transparent communication, and sustainable operational execution with usage of AWS Connect, NICE IEX, monitoring multiple channels.

Key Accountabilities

1. Real-Time Workforce & Service Management

• •Lead enterprise intraday management across multiple lines of business, monitoring service levels, volumes, staffing, occupancy, adherence, productivity, and customer demand .
• •Direct timely workforce actions, including skill and routing adjustments, schedule changes, overtime, voluntary time off, offline activity management, and workload prioritization .
• •Ensure decisions balance customer experience, colleague capacity, operational risk, and cost , with clear ownership and documented outcomes.

2. Incident Response & Business Continuity

• •Lead the WFM response to technology incidents, demand spikes, severe weather, site disruptions, and other events affecting customer access or workforce availability.
• •Coordinate with Operations, Technology, Incident Management, Business Continuity, and partner teams to assess impacts, activate mitigation plans, and support recovery.
• •Maintain clear escalation paths, decision logs, action tracking, and executive updates throughout an incident.
• •Lead post-incident reviews and ensure lessons learned are converted into stronger controls, playbooks, and preventive actions.

3. Performance Governance & Executive Communication

• •Provide concise, timely, and executive-ready operational updates that summarize performance, impacts, actions, risks, and recovery expectations.
• •Lead daily and event-based governance forums, challenging assumptions and driving alignment on priorities, trade-offs, and accountabilities.
• •Build trusted partnerships with senior leaders and influence decisions through fact-based recommendations and clear operational storytelling .

4. Operational Controls & Delivery

• •Ensure Command Center processes, reporting, and workforce actions are accurate, timely, repeatable, and audit-defensible .
• •Establish clear operating routines, thresholds, escalation protocols, quality checks, and controls for real-time management.
• •Identify emerging service and capacity risks early, assign mitigation plans, and track actions through resolution.

5. Command Center Transformation & Insight Enablement

• •Lead improvements that strengthen automation, standardization, alerting, visualization, and decision support across Command Center operations.
• •Partner with Data and Technology teams to improve real-time data availability, reporting accuracy, and scalable operational insights using modern platforms.
• •Promote continuous improvement by simplifying workflows, reducing manual effort, and improving speed from insight to action.

6. People Leadership & Team Effectiveness

• •Lead, coach, and develop a high-performing team operating in a fast-paced, time-sensitive environment .
• •Build capability in operational judgment, real-time analytics, incident leadership, stakeholder communication, and risk management.
• •Balance responsiveness and delivery expectations with sustainable workloads, colleague well-being, and appropriate coverage.
• •Foster an inclusive, accountable, and collaborative culture aligned to TD Way principles – Purpose, Who We Are, and How We Lead .

Key Requirements

Operational Experience & Expertise

• •Deep experience in Workforce Management, contact-centre operations, and real-time or intraday management in complex, multi-line environments.
• •Strong understanding of service-level performance, call and digital demand, staffing, scheduling, adherence, productivity, routing, and operational dependencies.
• •Demonstrated experience leading high-impact incidents, business continuity responses, or time-sensitive operational escalations.

Technology, Data & Reporting Capabilities

• •Experience with WFM, telephony, routing, reporting, and visualization platforms; familiarity with AWS Connect, Routing, NICE IEX, SQL, cloud data environments, or comparable tools is an asset.
• •Proven ability to interpret complex real-time data, validate information, identify root causes, and convert insights into timely operational actions.
• •Experience enabling automated alerts, standardized reporting, or data-driven decision support is preferred.

Leadership & Influence

• •Demonstrated ability to engage, advise, and influence Operations leaders and senior executives during routine performance management and high-pressure events.
• •Exceptional written and verbal communication skills, with the ability to deliver concise updates and clear recommendations at speed.
• •Strong stakeholder management across Operations, WFM, Technology, Incident Management, Business Continuity, and partner functions.

Execution, Risk & Judgment

• •Ability to make sound, timely decisions with incomplete information while maintaining appropriate governance and escalation.
• •Strong risk awareness and the confidence to communicate operational constraints, customer impacts, and trade-offs transparently.
• •Proven track record of driving results, strengthening controls, improving processes, and sustaining performance in a high-pressure environment.

Experience / Education

• •Undergraduate degree and / or
• •10+ years relevant experience

Who We Are:

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we strive to make every interaction, product, and experience remarkably human a