Manager, WFM Enterprise AI Strategy and Planning
Job in
Toronto, Ontario, M5A, Canada
Listing for:
The Toronto-Dominion Bank (Canada)
Full Time
position
Listed on 2026-07-14
Job specializations:
-
Business
Change Management, Business Analyst, AI Business & Operations, Corporate Strategy
Job Description & How to Apply Below
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 initiativesTranslate enterprise decisions into actionable workforce plans, including capacity and site strategiesMonitor workforce assumptions across initiatives and provide timely insights on risks and opportunitiesSupport decision-making by connecting financial, operational, and workforce impactsMaintain awareness of enterprise transformation priorities and their implications on workforce strategyRepresent WFM in cross-functional forums to ensure alignment with business objectivesSHAREHOLDER
Contribute to the development and execution of enterprise WFM strategy aligned to AI transformation prioritiesEnsure workforce plans are supported by validated assumptions and aligned to financial targetsIdentify risks and dependencies across initiatives and escalate as appropriateSupport efficient use of workforce resources through integrated planning and coordinationPartner with Finance, Technology, HR, and business lines to ensure alignmentMaintain strong governance over workforce planning inputs and outputsSupport planning and governance for AI capabilities delivered through AWS, agentic AI tools, or similar enterprise cloud platformsEMPLOYEE / TEAM
Provide leadership and guidance within a cross-functional, matrixed environmentBuild strong partnerships across WFM, enterprise transformation teams, and business stakeholdersContribute to a collaborative and accountable team cultureSupport knowledge sharing and consistent application of workforce planning practicesAct as a trusted advisor to leadership on workforce implications of business decisionsBREADTH & DEPTH
Acts as a strategic connector between enterprise transformation and WFMRequires strong understanding of workforce planning, financial impacts, and business operationsWorks across multiple stakeholders and initiatives simultaneouslyFocus on medium-term planning horizons (6–12 months)Influences decision-making at senior leadership levelsResponsible for integrating complex, multi-source inputs into cohesive workforce strategiesUnderstands the business implications of launching and scaling AWS AI or agentic AI capabilities, including governance, adoption, workforce impact, and operational readinessEXPERIENCE AND / OR EDUCATION
Undergraduate degree or equivalent experience5+ years in workforce management, strategy, or planning in a large organizationStrong understanding of contact centre or operations environmentsExperience working with financial models and workforce forecastsAbility to synthesize complex information into clear recommendationsExperienc…
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