Manager, WFM Enterprise AI Strategy and Planning

Job description

Work Location: Toronto, Ontario, Canada Hours: 37.5 Line of Business: Business Management, Strategy & Support Pay Details: 96 900 $ / $96,900 - 136 800 $ / $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: JOB DESCRIPTION This role leads the integration of workforce management (WFM) strategy into TD’s broader enterprise AI and transformation agenda across North American Customer Operations. The position acts as the central point of coordination between business transformation initiatives, financial planning, workforce strategy, and evolving cloud and AI priorities, including AWS-based AI and agentic AI capabilities, to ensure WFM inputs are embedded early and accurately in enterprise decision-making. The team is responsible for tracking workforce assumptions, capacity impacts, and financial implications tied to major transformation initiatives, ensuring alignment between business planning and operational execution. This includes translating enterprise-level decisions into actionable workforce plans and ensuring risks and opportunities are clearly understood. The successful candidate will bring strong strategic thinking, financial acumen, and the ability to synthesize complex inputs into clear direction for WFM leadership. The role requires practical experience supporting or launching AI-enabled capabilities, with preference for candidates who have worked with AWS AI services, cloud-based platforms, or agentic AI use cases in an enterprise environment. As a key role within Enterprise WFM, the successful applicant will help establish governance and processes to ensure workforce strategy remains aligned with the pace and complexity of ongoing transformation. CUSTOMER Partner with business leaders, Agile Release Trains (ARTs), and site strategy teams to ensure WFM inputs are embedded in transformation initiatives Translate enterprise decisions into actionable workforce plans, including capacity and site strategies Monitor workforce assumptions across initiatives and provide timely insights on risks and opportunities Support decision-making by connecting financial, operational, and workforce impacts Maintain awareness of enterprise transformation priorities and their implications on workforce strategy Represent WFM in cross-functional forums to ensure alignment with business objectives SHAREHOLDER Contribute to the development and execution of enterprise WFM strategy aligned to AI transformation priorities Ensure workforce plans are supported by validated assumptions and aligned to financial targets Identify risks and dependencies across initiatives and escalate as appropriate Support efficient use of workforce resources through integrated planning and coordination Partner with Finance, Technology, HR, and business lines to ensure alignment Maintain strong governance over workforce planning inputs and outputs Support planning and governance for AI capabilities delivered through AWS, agentic AI tools, or similar enterprise cloud platforms EMPLOYEE / TEAM Provide leadership and guidance within a cross-functional, matrixed environment Build strong partnerships across WFM, enterprise transformation teams, and business stakeholders Contribute to a collaborative and accountable team culture Support knowledge sharing and consistent application of workforce planning practices Act as a trusted advisor to leadership on workforce implications of business decisions BREADTH & DEPTH Acts as a strategic connector between enterprise transformation and WFM Requires strong understanding of workforce planning, financial impacts, and business operations Works across multiple stakeholders and initiatives simultaneously Focus on medium-term planning horizons (6–12 months) Influences decision-making at senior leadership levels Responsible for integrating complex, multi-source inputs into cohesive workforce strategies Understands the business implications of launching and scaling AWS AI or agentic AI capabilities, including governance, adoption, workforce impact, and operational readiness EXPERIENCE AND / OR EDUCATION Undergraduate degree or equivalent experience 5+ years in workforce management, strategy, or planning in a large organization Strong understanding of contact centre or operations environments Experience working with financial models and workforce forecasts Ability to synthesize complex information into clear recommendations Experience in financial services or regulated industries is an asset Direct experience supporting, launching, or operationalizing AWS AI capabilities, agentic AI solutions, or similar cloud-based enterprise technology initiatives is strongly preferred Experience helping shape or support AI-enabled business strategies, including partnership with technology teams on AWS platform decisions, agentic AI governance, implementation planning, or operational readiness 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): Maîtrise d’une langue autre que le français pour offrir du soutien ou traiter avec des employés ou des collègues qui ont besoin de services et de soutien dans une langue autre que le français.