Senior Manager, Learning Operations and Partner Excellence

Work Location:

Toronto, Ontario, Canada

Hours:

37.5

Line of Business:

Human Resources

Pay Details:

$ 115,600 - $ 163,200 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:

Learning and Development (L&D) at TD has an ambitious goal to become the global benchmark where every colleague thrives and never stops learning. Through our learning solutions, we build capabilities to grow colleagues today, tomorrow and throughout their careers to drive business performance. The function enables enterprise and business strategies by delivering innovative learning experiences, modern learning technologies, operational excellence, and strategic workforce capability development.

Job Description

Reporting to the AVP, Enterprise Design & Digital Learning Experience, the Senior Manager, Learning Operations & Partner Excellence is responsible for providing strategic leadership for TD's learning operations, partner ecosystem, learner support, governance, and operational excellence activities. This role ensures the effective delivery of learning services through strong operational management, external partner oversight, financial stewardship, audit and compliance readiness, and best-in-class learner support.

The role is accountable for cultivating a high-performing ecosystem of strategic learning partners that enables innovation, brings leading industry practices to TD, and supports the ongoing evolution of the enterprise learning experience. The Senior Manager establishes scalable operational practices, drives service excellence, mitigates risk, enhances vendor performance, and ensures L&D remains connected to emerging trends, technologies, and advancements in the corporate learning marketplace.

Accountabilities

Strategic Leadership and Operational Excellence

Define and execute the strategy for Learning Operations & Partner Excellence, ensuring alignment with enterprise priorities and L&D objectives.

Establish operational frameworks, standards, governance practices, and service models that drive consistency, efficiency, quality, and scalability across L&D.

Identify opportunities to streamline operations, modernize processes, and improve learner and stakeholder experiences through continuous improvement initiatives.

Develop performance measures and operational reporting to monitor effectiveness, identify trends, and inform decision-making.

Ensure operational readiness and service continuity in support of business priorities, regulatory requirements, and enterprise learning initiatives.

Learning Partner Ecosystem Strategy & Innovation

Develop and execute the enterprise strategy for TD's learning partner ecosystem, ensuring alignment with current and future capability needs.

Establish and maintain a portfolio of strategic external partners that enables the delivery of modern, innovative, and scalable learning solutions and experiences.

Continuously assess market trends, emerging technologies, AI-enabled learning advancements, and innovations in workplace learning to identify opportunities that strengthen TD's learning capabilities.

Lead vendor selection, onboarding, performance reviews, contract renewals, and partnership evaluations to ensure the organization leverages industry-leading capabilities.

Hold learning partners accountable for bringing forward new ideas, innovative solutions, industry best practices, and evolving learning methodologies.

Develop strategic relationships with key vendors, service providers, and industry organizations to ensure TD remains connected to leading practices and emerging trends.

Conduct regular ecosystem reviews to evaluate partner effectiveness, assess capability gaps, and inform long-term partner and investment strategies.

Collaborate with internal stakeholders to ensure vendor strategies support enterprise priorities, technology modernization efforts, regulatory requirements, and workforce capability objectives.

Vendor Management and Partner Governance

Provide oversight and governance for external learning vendors and strategic partners supporting TD's global learning ecosystem.

Establish vendor management frameworks, performance scorecards, service standards, and governance processes.

Lead regular vendor performance reviews and ensure service commitments, quality expectations, and contractual obligations are achieved.

Resolve vendor-related issues and escalate risks appropriately to ensure uninterrupted service delivery.

Partner with Procurement, Legal, Risk, Finance, and HR stakeholders to support vendor governance and contractual compliance.

Financial Management and Operational Controls

Lead invoice management, purchase order oversight, budget administration, forecasting, and financial tracking activities across the L&D function.

Ensure effective financial controls and alignment with enterprise procurement, expense management, and governance requirements.

Monitor operational expenditures and identify opportunities to optimize costs while maintaining service quality.

Provide financial reporting, analysis, and insights that support decision-making and resource planning.

Maintain oversight of vendor spending and contractual commitments to ensure value realization and fiscal accountability.

Governance, Risk and Audit Management

Establish and maintain operational controls that support regulatory compliance, audit readiness, and risk mitigation activities.

Lead coordination of internal and external audits impacting the L&D function, ensuring timely collection of evidence, documentation, and responses.

Partner with Risk, Compliance, and Audit stakeholders to address findings and implement sustainable remediation plans.

Monitor operational, vendor, and regulatory risks and implement proactive measures to strengthen controls and reduce exposure.

Ensure governance practices remain aligned with enterprise policies, standards, and regulatory expectations.

Learner Support and Service Excellence

Lead the global learner support and escalation function, ensuring timely, consistent, and effective resolution of learner inquiries and issues.

Establish service level standards, quality measures, and operational metrics that drive exceptional learner experiences.

Oversee complex or high-impact escalations and coordinate resolution activities across internal teams, technology partners, and external vendors.

Continuously evaluate feedback, service trends, and operational performance data to improve support experiences and reduce friction for learners.

Promote a culture of service excellence and customer-centricity across all operational functions.

Stakeholder Engagement & Influence

Build strong partnerships with senior business leaders, HR stakeholders, Learning Solutions Advisors, technology partners, and corporate support functions.

Act as a trusted advisor on operational strategy, partner management, governance, service delivery, and risk-related matters.

Influence decisions through operational insights, performance reporting, marketplace intelligence, and strategic recommendations.

Communicate operational priorities, risks, opportunities, and performance outcomes to senior leaders and governance forums.

Team Leadership

Lead and develop a high-pe