Senior Manager, Incident Reporting Centre; IRC)

Position: 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.

Job Description:

Overview:  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.

Who You Are :
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.

Key Accountabilities:

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 maintained.
Define clear responsibilities, decision authority, escalation paths, and service expectations across the IRC and partner teams.
Represent the IRC in senior stakeholder, governance, technology, and cross-functional forums, and lead sustainable improvements to operational, technology, data, and control gaps.
People Leadership:
Build and sustain a high-performing, diverse leadership and operational team aligned with business and enterprise priorities.
Lead and develop the IRC leadership team while maintaining strategic oversight of Shift Leads, Specialists, and operators through clear objectives, defined accountabilities, ongoing coaching and feedback, recognition, succession planning, and timely performance management.
Assess workforce capability and capacity, lead recruitment and development, and ensure skills evolve with operational and enterprise needs.
Foster an inclusive, collaborative, and psychologically safe environment where issues are escalated early, knowledge is shared, and teams operate with a One Team mindset.
Lead organizational change, reinforce milestones and out