Work Location:Markham, Ontario, CanadaHours:37.5Line of Business:Human ResourcesPay Details:115, ,200 CADTD 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:The Senior Manager, North American HR Contact Centre will oversee and provide strategic direction to a high-volume, multi-channel operation that supports employees across Canada and the U.S. with HR inquiries, programs, and processes.The role is responsible for ensuring an exceptional colleague experience, driving operational excellence, modernizing service delivery, and leading change and transformation as the function adopts new tools, technologies, and ways of working.Operations and Service Delivery:Oversee day-to-day service delivery and own end-to-end HR contact center operations across North America, ensuring consistent, accurate, and timely resolution of colleague inquiries.Monitor performance against SLAs, KPIs,



and colleague satisfaction measures; serve as senior escalation point for complex casesExecute on the annual business plan to deliver results aligned with business strategiesKeep abreast of emerging issues, trends, and evolving regulatory requirements and assess potential impactsContinuous Improvement:Embed a culture of continuous improvement across the HR Contact Centres.Lead root cause analysis on recurring issues and implement sustainable solutions.Relentless focus on simplifying and modernizing end-to-end processes, reducing hand-offs, and improving service quality and how we deliverDrive data informed decision making by leveraging data, feedback, and insights to identify trends, eliminate pain points, and improve efficiencyTransformation & Innovation:Partner with HR and Technology teams to implement next-generation service delivery tools (e.G., ServiceNow, Workday, AI-enablement)Champion self-service adoption, knowledge management, and digital-first solutions for TD Colleague and People Managers across North AmericaDrive automation and digitization initiatives to enhance scalability and consistencyCollaboration & Stakeholder Engagement:Build strong partnerships with HR COEs, Payroll, and Business HR teams to deliver seamless support across functions.Provide reporting and insights to senior leadership on trends,



risks, and opportunities.Engage stakeholders to ensure alignment and support during change initiatives.Team Leadership:Lead, coach and inspire a large, diverse team of HR Contact Centre professionals. Set transparent expectations, performance goals, and development plans for Team and Group Managers, and Contact Centre Agents.Build a high-performing, inclusive culture focused on accountability, continuous improvement, and employee experience.Coach and mentor team leaders, building strong succession pipelines.Model organizational values and reinforce a culture of service excellence.Grow team expertise to align with business/enterprise demand and direction; assess team skills and capabilities and continually look for ways to provide and enhance the value deliveredSkills, Education & Experience Undergraduate degree8–10+ years of progressive operations, contact center, or shared services leadership experience.Proven track record managing large teams (50+ FTEs) across multiple locations.Subject matter expertise for US processes and regulatory requirementsStrong experience in continuous improvementDeep knowledge of HR service delivery models, case management platforms, and Workday (would be an asset)Strong analytical skills; ability to interpret data, identify trends, and influence outcomesExceptional communication, stakeholder management, and change leadershipBilingual (French or Spanish) considered an asset.Who We Are:TD is one of the world's leading global financial institutions and is the fifth largest

📌 Senior Manager, Hr Contact Center - C$115,200 A Year (Toronto)
🏢 TD
📍 Toronto