AddressHours37.5Workplace ModelHybridPay Details
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Department OverviewThe Enterprise Workforce Management (WFM) team is part of the TD Bank Group TECE / NACO Shared Services model supporting the customer and employee experience across all customer segments North American Contact Center lines of business, including Canadian Banking Pillar, Wealth Contact Center, TD Insurance and US Contact Center. Enterprise Workforce Management is a trusted advisor to our partners through proper workforce planning & management ensuring the right people are in the right spot at the right time providing our customers with legendary service. WFM supports and manages the Workforce Management practices in various geographical locations, ensuring scheduling, forecasting, enterprise capacity planning and Workforce Management process optimization.
Job Details- Lead the Workforce Integration & Enablement team by proactively driving process transformation with innovation; demonstrates creativity with strong critical thinking, quantitative and problem-solving skills.
- Leads the development and maintenance WFM productive tools and processes to report on internal CoE objectives and Key Performance Indicators (KPI's).
- Partner with executives and participate in the success of the business by offering strategic solutions which align with the CoE support responsibilities
- Responsible for compliance with EWFM/Phone Channel / TD Bank Group values and priorities Act as a champion to support the vision of the business and EWFM through leadership
- Leads collaborative discussions with Stakeholders to identify, develop and execute strategic solutions that drive alignment across the businesses, with measurable objectives based on the details of the change.
- Demonstrate talent in driving new concepts & leveraging WFM practice to develop leading edge champion / challenger tests & presenting results to leadership.
- Lead an end to end WFM deployment responsible for forecasting and aligning the scheduling and Intraday need from central function to support WFM and business solutions for TD's internal partners
- Strategic thinker and provides thought leadership on eWFM strategies including distributed work and distributed workforce
- Demonstrates effective, polished and professional presentation/facilitation skills to multiple audiences, to support confident and credible interactions with employees and leaders at multiple levels within the organization.
- Lead an end to end WFM deployment responsible for forecasting and aligning the scheduling and Intraday need from central function to support WFM and business solutions for TD's internal partners
- Knowledge of the contact centre industry, and of WFM, best practice and processes
- Ability to lead large scale change initiatives
- Assessing risk, issues and challenging the status quo
- Ability to maneuver the organization
- Relationship builder of North American Scope
- Establish clear accountabilities for senior leadership team and align performance management
- Maintain high employee engagement levels and strengthen high performing, collaborative, client-focused culture through the use of different practices
- Hold team members accountable on commitments and performance targets
- Strong relationship capabilities and collaborative approach
- Business Acumen leveraging SME and Technical expertise
- Strong People Leadership capabilities for NA Team across multiple locations
- Run a customer focused business with legendary customer experiences
- Promote a unique and inclusive performance-based employee culture
- Ability to maximize efficiency, build scale, and sustainability into operating cadence
- Must be able to work cross organizationally
- Live the Leadership profile: Build for the Future, Make an Impact, Act Decisively While Working in Teams
- Inspire a positive work environment and help champion quality, innovation, teamwork and service to the business.
- 10+ years of experience in Workforce Management
At TD we're guided by our purpose is to enrich the lives of our customers, communities and colleagues, and share a set of values that shape our culture and guide our behavior. In exchange for how our colleagues show up to help TD succeed, we are committed to delivering a colleague experience grounded in Impact, Growth and a Culture of Care. No matter where you work across TD, we empower you to make an impact at work and in your community, explore and grow your career and be part of our caring and inclusive culture.
Making Your Well-being a Priority
A supportive culture that promotes colleague well-being is core to who we are. At TD, we focus on total well-being with extensive programs to help colleagues assess, manage, and improve their well-being across four core pillars — physical, financial, social and mental/emotional. In addition, we champion a safe and inclusive work environment so colleagues feel a sense of belonging and feel supported in their personal and professional growth. Through our focus on well-being, we know that we can help our colleagues thrive, contribute to our culture of care, and support better business outcomes, because when colleagues feel their best, they're more likely to do their best.
Our Total Rewards Package
Our Total Rewards package reflects the investment we make in our colleagues to help them, and their families achieve their well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits including medical, dental, vision & mental health coverage, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs.
How We Work
At TD, we believe in-person connections fuel collaboration and collective creativity. Our workplace experience empowers colleagues to do great work side-by-side at TD locations, while offering flexibility to work remotely where it makes sense for the work and team. Our teams work in one of three workplace models: Hybrid, Onsite and Primarily Remote. Wherever our colleagues are working, they'll always have access to the TD community and experience our culture of care.
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. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.
TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you've got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we're here to support you towards your goals. As an organization, we keep growing – and so will you.
At TD, we're committed to fostering an environment where all colleagues are encouraged to bring their authentic selves to work, experience equitable opportunities, and feel respected and supported. We're dedicated to building an inclusive workforce that reflects the diversity of the customers and the communities in which we live and serve.
Accommodation
Your accessibility is important to us. Please let us know if you'd like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.
How We're Helping Make an Impact in Communities
TD has a long-standing commitment to help drive progress towards a more inclusive and sustainable future. That's why we launched the TD Ready Commitment in 2018, now a multi-year North American initiative. Under the TD Ready Commitment, we are targeting a total of $1 billion by 2030 in community giving four key, interconnected drivers of change: Financial Security, Vibrant Planet, Connected Communities, and Better Health. It's our goal to help support change, nurture progress, and contribute to making the world a better, more inclusive place for our customers, colleagues, and communities.
We look forward to hearing from you!
