Senior Manager AI and Automation Strategy

Work Location:

Toronto, Ontario, Canada

Hours:

37.5

Line of Business:

TD General

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:

The Senior Manager, AI Strategy is accountable for shaping the pan‑North American Customer Operations (NACO) AI & Automation strategy, ensuring AI investments deliver measurable value across customer experience, colleague enablement, cost efficiency, and risk management. This leader partners closely with NACO Pillars, Strategy & Enablement (S&E), TD Invent, Technology, Risk, and Enterprise AI teams to translate strategy into prioritized, scaled, and sustainable AI outcomes.

The role plays a critical part in advancing NACO’s vision to build a Digital‑First, AI‑enabled contact center, accelerating containment, simplifying journeys, deepening client relationships, and strengthening operational resiliency at scale.

Key Accountabilities

• Lead ongoing external research and benchmarking to assess how leading financial institutions, digital‑native organizations, and adjacent industries are leveraging AI in large‑scale contact center and operations environments.
• Monitor emerging trends, vendors, regulatory developments, and best practices across AI, automation, and advanced analytics, translating insights into clear implications and opportunities for NACO.
• Partner with Enterprise Strategy, TD Invent, and external forums to ensure NACO maintains a market‑informed, forward‑looking AI roadmap.
• Conduct peer benchmarking to inform NACO SLT on relative maturity, gaps, and competitive positioning (e.g., containment, digital deflection, AI‑augmented colleague models, cost‑to‑serve).
• Synthesize external insights into executive‑ready recommendations, grounding strategic decisions in data, industry signals, and proven outcomes rather than isolated pilots.
• Translate emerging AI trends and enterprise capabilities into pragmatic, NACO‑specific opportunities across assisted, digital, and hybrid service models.

Execution Governance & Cross‑Functional Leadership

• Establish and run a consistent interaction model for ideation and opportunity identification across NACO and with Technology, and Enterprise partners.
• Provide disciplined governance, risk alignment, and oversight to ensure AI solutions are compliant, explainable, and aligned to TD’s strong risk culture.
• Act as a connector between strategy and delivery, removing barriers to execution while maintaining pace and accountability.

Stakeholder Leadership & Communication

• Serve as a trusted advisor to NACO SLT, synthesizing complex AI topics into clear, executive‑ready insights and recommendations.
• Represent NACO within enterprise AI forums, contributing contact‑center and operations expertise to broader TD initiatives.
• Communicate progress, outcomes, lessons learned, and forward priorities through concise, consistent reporting.

Capability Building & Future Readiness

• Contribute to the evolution of future Target Operating Models (TOMs), ensuring AI augments human judgment, improves colleague experience, and enables sales‑ and service‑capable teams.
• Influence operating model, skills, and adoption strategies required to embed AI sustainably into day‑to‑day operations.

Experience & Qualifications

• 8–12+ years of experience in strategy, transformation, analytics, or digital enablement within large, complex organizations (financial services and/or contact centers strongly preferred).
• Demonstrated experience building or executing AI, automation, or advanced analytics portfolios, from ideation through scaled deployment.
• Strong understanding of contact‑center or operations economics (containment, productivity, cost‑to‑serve, quality, risk).
• Proven ability to lead cross‑functional initiatives without direct authority, influencing senior leaders and delivery teams.
• Exceptional executive communication skills—able to simplify complexity and enable confident decision‑making.

Leadership Profile

• Strategic and Outcome‑Driven: Balances big‑picture vision with disciplined execution and measurable results.
• Enterprise‑Minded: Thinks beyond single use‑cases to platforms, reuse, and long‑term value creation.
• Risk‑Aware Innovator: Advances innovation while strengthening controls, resiliency, and trust.
• Collaborative Leader: Builds strong partnerships across NACO Pillars, Technology, Risk, and Enterprise teams.

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 and refreshingly simple for 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 foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our clients, colleagues and communities.

Our Total Rewards Package
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental 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, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs. Learn more

Additional Information:
We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.

Colleague Development

If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities.

If you’re passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact.  

We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.

Training & Onboarding
We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.

Interview Process 
We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

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.

We look forward to hearing from you!

Language Requirement (Quebec only):

Sans Objet