Manager, Command Centre, Enterprise Workforce Management

London, Ontario, Canada

37.5

TD General

$96,900 - $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  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.

The Workforce Management (WFM) team is a strategic enabler within the North American Shared Services model, supporting customer and colleague experience across all Phone Channel lines of business. WFM operates as a trusted enterprise advisor
, aligning demand, capacity, cost, and service outcomes to deliver consistent, high-quality experiences.

As the organization continues to evolve, WFM is transforming into a technology-enabled, data-driven function
, leveraging modern platforms such as AWS, Databricks, and Azure (Analytics Zone) to deliver scalable insights, predictive forecasting, and real-time workforce decisioning. This transformation supports TD’s enterprise priorities of simplification, automation, and insight-to-action at scale.

This is a high-visibility, enterprise-facing leadership role within Workforce Management, accountable for leading the WFM Command Center and real-time operational management across broader NACO pillars.

The role operates at the intersection of customer experience, workforce execution, operational risk, and enterprise incident management
. The successful candidate will act as a trusted advisor to Operations, WFM, Technology, and senior leaders
, translating real-time performance signals into clear decisions and coordinated actions that protect service, colleague capacity, regulatory obligations, and customer outcomes.

This role requires a strong enterprise and end-to-end operating mindset
, connecting intraday demand, staffing, schedule adherence, systems health, incident impacts, and business priorities. The Manager will balance rapid decision-making with disciplined governance, transparent communication, and sustainable operational execution with usage of AWS Connect, NICE IEX, monitoring multiple channels.

• Real-Time Workforce & Service Management
• Lead enterprise intraday management across multiple lines of business, monitoring service levels, volumes, staffing, occupancy, adherence, productivity, and customer demand.
• Direct timely workforce actions, including skill and routing adjustments, schedule changes, overtime, voluntary time off, offline activity management, and workload prioritization.
• Ensure decisions balance customer experience, colleague capacity, operational risk, and cost, with clear ownership and documented outcomes.
• Incident Response & Business Continuity
• Lead the WFM response to technology incidents, demand spikes, severe weather, site disruptions, and other events affecting customer access or workforce availability.
• Coordinate with Operations, Technology, Incident Management, Business Continuity, and partner teams to assess impacts, activate mitigation plans, and support recovery.
• Maintain clear escalation paths, decision logs, action tracking, and executive updates throughout an incident.
• Lead post-incident reviews and ensure lessons learned are converted into stronger controls,…