Manager, WFM Enterprise AI Strategy and Planning
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Key skills for this role
About the Role
TD is seeking a Manager to lead workforce management (WFM) strategy integration with enterprise AI and transformation initiatives. You will coordinate between business transformation, financial planning, and workforce strategy, ensuring alignment with cloud and AI priorities.
Key Skills for This Role
Responsibilities
- Partner with business leaders, Agile Release Trains, and site strategy teams to embed WFM inputs in transformation initiatives
- Translate enterprise decisions into actionable workforce plans, including capacity and site strategies
- Monitor workforce assumptions across initiatives and provide timely insights on risks and opportunities
- Support decision making by connecting financial, operational, and workforce impacts
- Represent WFM in cross functional forums to ensure alignment with business objectives
- Contribute to development and execution of enterprise WFM strategy aligned to AI transformation priorities
Requirements
- Undergraduate degree or equivalent experience
- 5+ years in workforce management, strategy, or planning in a large organization
- Strong understanding of contact centre or operations environments
- Experience working with financial models and workforce forecasts
- Direct experience supporting, launching, or operationalizing AWS AI capabilities or similar enterprise technology initiatives is strongly preferred
Full Job Posting
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.
Customer
- Partner with business leaders, ARTs, and site strategy teams to ensure WFM inputs are embedded.
- Translate enterprise decisions into actionable workforce plans.
- Monitor workforce assumptions and provide insights on risks and opportunities.
- Support decision making by connecting financial, operational, and workforce impacts.
- Represent WFM in cross functional forums.
Shareholder
- Contribute to development and execution of enterprise WFM strategy aligned to AI transformation.
- Ensure workforce plans are supported by validated assumptions and aligned to financial targets.
- Identify risks and dependencies across initiatives.
- Support efficient use of workforce resources.
- Partner with Finance, Technology, HR, and business lines.
- Maintain strong governance over workforce planning inputs and outputs.
- Support planning and governance for AI capabilities delivered through AWS or similar platforms.
Employee / Team
- Provide leadership and guidance within a cross functional, matrixed environment.
- Build strong partnerships across WFM, enterprise transformation teams, and business stakeholders.
- Contribute to a collaborative and accountable team culture.
- Support knowledge sharing and consistent application of workforce planning practices.
- Act as a trusted advisor to leadership on workforce implications.
Experience and/or Education
- Undergraduate degree or equivalent experience.
- 5+ years in workforce management, strategy, or planning in a large organization.
- Strong understanding of contact centre or operations environments.
- Experience working with financial models and workforce forecasts.
- Ability to synthesize complex information into clear recommendations.
- Experience in financial services or regulated industries is an asset.
- Direct experience supporting, launching, or operationalizing AWS AI capabilities or similar enterprise technology initiatives is strongly preferred.
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