Manager, WFM AI Capabilities, Insights & Integration

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Hours:

Line of Business:

Pay Details:

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:

*A preferred candidate has been identified

JOB DESCRIPTION

This people leader role leads the development and integration of AWS-based AI capabilities, workforce insights, and analytics across the Workforce Management (WFM) ecosystem. The team will translate WFM data and operational needs into practical AI-enabled capabilities, performance insights, and decision support that improve how WFM and business teams plan, manage, and optimize the workforce.

The role owns the WFM data and insights pipeline, including how workforce data is sourced, connected, governed, transformed, and made available for reporting, analytics, AI use cases, and performance management. The focus is not solely on technical data integration, but on integrating insights across WFM platforms and enterprise data sources to create a consistent view of workforce performance and enable measurable business outcomes.

The successful candidate will combine people leadership, strong WFM platform knowledge, analytics expertise, and hands-on experience with AWS AI capabilities. They will bridge WFM, business, data, and technology teams to move opportunities from concept to operational use, while ensuring solutions and insights are scalable, reliable, well governed, and adopted across the function.

As part of Enterprise WFM, the successful applicant will build and lead a high-performing team, establish standards for WFM data and insights, and advance the practical adoption of AWS-based AI, advanced analytics, and automation. External experience applying AI and analytics in operational environments will be highly valued.

CUSTOMER

• Partner with WFM, business, data, and technology teams to identify, prioritize, and operationalize AWS AI-enabled capabilities and workforce analytics use cases

• Translate workforce data and operational challenges into actionable insights, performance measures, AI capabilities, and decision-support solutions

• Lead the integration of insights across WFM platforms, AWS capabilities, and enterprise data sources to provide a consistent view of workforce performance

• Ensure insights and AI-enabled capabilities are practical, trusted, clearly understood, and embedded into day-to-day planning and operational decision-making

• Provide subject matter expertise on WFM platforms, workforce data, analytics, performance measurement, and AI capability enablement

• Maintain awareness of emerging AWS AI and analytics capabilities and assess their practical application within WFM

SHAREHOLDER

• Own and advance the WFM AI, insights, and analytics roadmap, with a strong emphasis on AWS-based capabilities and measurable business outcomes

• Own the WFM data and insights pipeline, including data sourcing, connectivity, quality, governance, transformation, and availability for reporting, analytics, and AI use cases

• Establish consistent WFM performance measures, data definitions, and insight standards across the function

• Ensure AI and analytics solutions are scalable, reliable, secure, cost-effective, and aligned with technology and data governance requirements

• Manage risks related to data quality, model and insight reliability, cloud implementation, privacy, and operational impact

• Partner with Technology, Data, HR, Finance, and Operations to align priorities and deliver AWS AI-enabled use cases and workforce insights

• Identify opportunities to improve productivity, reduce manual effort, strengthen performance management, and enable faster decisions through AI, automation, and analytics

EMPLOYEE / TEAM

• Lead, coach, and develop a team accountable for WFM AI capabilities, workforce insights, analytics, and the WFM data pipeline

• Set clear accountabilities, priorities, and performance expectations, and create an environment of ownership, collaboration, and continuous improvement

• Build team capability in AWS AI, WFM platforms, workforce analytics, data management, and insight storytelling

• Attract, develop, and retain talent with the technical, analytical, and operational skills required to advance the WFM strategy

• Promote strong partnerships and knowledge sharing across WFM, business, data, and technology teams

• Foster a culture that balances innovation and pace with disciplined governance, quality, and responsible AI practices

BREADTH & DEPTH

• Strong understanding of WFM platforms, workforce data, operational performance measures, and contact centre environments

• Hands-on experience shaping and operationalizing AWS-based AI, analytics, or automation capabilities

• Experience leading workforce insights and analytics, including the connection of data across multiple platforms and enterprise sources

• Understanding of data pipelines, data quality, governance, cloud connectivity, APIs, and how data supports reporting, analytics, and AI use cases

• Ability to move between people leadership, strategic planning, stakeholder management, and practical execution

• Works across multiple systems, business units, and stakeholder groups to align priorities and drive measurable outcomes

• Influences technology, data, and operational decisions through strong WFM knowledge and evidence-based insights

EXPERIENCE AND / OR EDUCATION

• Undergraduate degree or equivalent experience

• 5+ years of experience in WFM technology, workforce analytics, AI enablement, data and insights, or a related field

• People leadership experience, including coaching, performance management, talent development, and leading delivery through a team

• Hands-on experience with AWS AI capabilities, cloud-based analytics, or AWS-related contact centre technologies

• Experience with WFM platforms such as NICE, Verint, Amazon Connect, or comparable enterprise workforce technologies

• Experience developing workforce insights, performance reporting, analytics products, or decision-support capabilities

• Knowledge of WFM data pipelines, data models, APIs, cloud connectivity, data quality, governance, and system architecture

• Experience with SQL and/or Python is a strong asset

• Strong understanding of contact centre and workforce management processes, measures, and operational decision-making

• External experience implementing AI, analytics, or cloud capabilities in production environments is strongly preferred

• Experience in financial services or another regulated industry is preferred

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):