Senior Manager, Incident Reporting Centre; IRC)

Work Location:

Mississauga, Ontario, Canada

Hours:

37.5 Line of Business:
Financial Crimes & Fraud Mgmt Pay Details: $115,600 - $163,200 CAD This role is eligible for a discretionary variable compensation award that considers business and individual performance. 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 Global Physical Security (GPS), Incident Reporting Centre (IRC) provides continuous, 24/7 incident monitoring, intake, triage, escalation, documentation, notification, and reporting across Canada, Europe, and Asia-Pacific. The Senior Manager, Incident Reporting Centre (IRC) is accountable for the function’s strategic direction, governance, operational effectiveness, risk management, and resilience. This role establishes the operating model, priorities, standards, decision authority, and performance expectations; provides executive-level oversight of people, processes, technology, vendors, data, and controls;

and serves as the senior escalation point for complex, high-risk, or enterprise-impacting matters.

• Exercises sound judgment and remains accountable in complex, high-pressure, and time-sensitive situations.
• Translates complex information into clear executive-level insights, decisions, and direction.
• Leads through change, builds strong partnerships, and fosters an inclusive, accountable, and high-performing culture.
• Demonstrates resilience, strategic thinking, continuous improvement, and a strong commitment to service and operational excellence.

• Set the strategic direction, operating model, governance, priorities, escalation thresholds, decision rights, and performance expectations for the IRC’s 24/7 capability across Canada, Europe, and Asia-Pacific.
• Serve as the senior escalation and decision authority for complex, high-risk, ambiguous, or enterprise-impacting incidents and operational issues.
• Maintain executive oversight of operational performance, incident trends, service levels, workforce capacity, technology dependencies, data quality, and emerging risks.
• Oversee the integrity and governance of incident management tools as the authoritative system of record, ensuring incident information and supporting evidence are accurate, consistent, complete, and audit-ready.
• Oversee quality assurance, quality control testing, audit and regulatory support, evidence retention, document and distribution-list governance, and remediation activities.
• Provide executive reporting, risk insights, decision support, and recommendations to GPS leadership and enterprise partners.
• Establish governance and accountability for vendor and third-party performance, delivery, service levels, contracts, escalations, operational dependencies, and remediation of identified gaps.
• Provide business leadership for technology and process changes involving incident management, mass communications, telephony, monitoring, analytics, and reporting capabilities.
• Oversee disaster recovery, business continuity, succession coverage, and operational resilience arrangements to ensure they are established, tested, documented, and…