Senior Manager, HR Contact Center - North America

Work Location:

Markham, 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:

The Senior Manager, North American HR Contact Centre will oversee and provide strategic direction to a high-volume, multi-channel operation that supports employees across Canada and the U.S. with HR inquiries, programs, and processes.

The role is responsible for ensuring an exceptional colleague experience, driving operational excellence, modernizing service delivery, and leading change and transformation as the function adopts new tools, technologies, and ways of working.

Operations and Service Delivery:

• Oversee day-to-day service delivery and own end-to-end HR contact center operations across North America, ensuring consistent, accurate, and timely resolution of colleague inquiries.

• Monitor performance against SLAs, KPIs, and colleague satisfaction measures; serve as senior escalation point for complex cases

• Execute on the annual business plan to deliver results aligned with business strategies

• Keep abreast of emerging issues, trends, and evolving regulatory requirements and assess potential impacts

Continuous Improvement:

• Embed a culture of continuous improvement across the HR Contact Centres.

• Lead root cause analysis on recurring issues and implement sustainable solutions.

• Relentless focus on simplifying and modernizing end-to-end processes, reducing hand-offs, and improving service quality and how we deliver

• Drive data informed decision making by leveraging data, feedback, and insights to identify trends, eliminate pain points, and improve efficiency

Transformation & Innovation:

• Partner with HR and Technology teams to implement next-generation service delivery tools (e.g., ServiceNow, Workday, AI-enablement)

• Champion self-service adoption, knowledge management, and digital-first solutions for TD Colleague and People Managers across North America

• Drive automation and digitization initiatives to enhance scalability and consistency

Collaboration & Stakeholder Engagement:

• Build strong partnerships with HR COEs, Payroll, and Business HR teams to deliver seamless support across functions.

• Provide reporting and insights to senior leadership on trends, risks, and opportunities.

• Engage stakeholders to ensure alignment and support during change initiatives.

Team Leadership:

• Lead, coach and inspire a large, diverse team of HR Contact Centre professionals. Set clear expectations, performance goals, and development plans for Team and Group Managers, and Contact Centre Agents.

• Build a high-performing, inclusive culture focused on accountability, continuous improvement, and employee experience.

• Coach and mentor team leaders, building strong succession pipelines.

• Model organizational values and reinforce a culture of service excellence.

• Grow team expertise to align with business/enterprise demand and direction; assess team skills and capabilities and continually look for ways to provide and enhance the value delivered

Skills, Education & 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 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.

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. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD – and we’re committed to helping you identify opportunities that support your goals.
 

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