Work LocationMississauga, Ontario, CanadaHours37.5Line of BusinessPersonal & Commercial BankingPay Details$115,600 - $163,200 CADJob DescriptionThe Operations team is part of the Chief Operating Office, Canadian Personal Banking, and enhances and enriches how customers are supported by delivering specialized and advisory support. The Canadian Personal Banking Operations team is comprised of Lending, Credit Practice Management, Fulfillment, Banking Operations, Estates Services, and Production Support. We are currently looking to appoint a Senior Manager, Operations Performance Ecosystem, who will oversee planning and optimization of resource utilization in our operations teams, supporting reporting, insights, scorecards, capacity management, and planning. This role involves reviewing trends and analysis, presenting perspectives on how to optimize and adjust business rules or processes while improving productivity and efficiency with our colleagues, partnering with stakeholders, and analyzing and driving improvements to exceed customer expectations across multiple business lines.Exceed customer expectations the first time, every timeAttract, develop, and retain highly skilled Operations professionals who are customer obsessedEnable growth by establishing a workforce that is scalable to meet customer demandAchieve best‑in‑class productivity, efficiency, and controls through a culture of continuous improvementSpecific AccountabilitiesOwn Scorecard deliverables & operations, and develop the strategy of how Scorecard metrics influence colleague behaviorsDeliver initiatives that build Scorecard operations, forecasting, scheduling, and streamlined performance reportingBuild, implement, and manage capacity plans to ensure optimal staffing levels and efficient response times; closely work withAI2 and operational teams to build and use forecasting models to pre‑plan capacity required to meet demandLead Operations goal‑setting in partnership with production units, overseeing model/data inputs and facilitating their socialization with Workforce Management, Scheduling,



and Intraday Workforce Management teamsLead all business analysis and performance insights that provide coaching opportunities and actions to improve performanceProvide production executive support on Operations performance, creating clarity and delivering insights and analysis on resultsSupport rollouts, exceptions, and make meaning of annual planning including FTE, goals, Scorecard, and expense budgetsJob Requirements & QualificationsEducation: A bachelor’s degree in business administration, Operations Management, or a related field is preferredTrack record leading others through change and cultivating a highly engaged teamOrganizational awareness–ability to maneuver the organization and create stakeholder engagement and collaborationStrategic Workforce Planning: Develop and implement workforce strategies that align with business objectives, ensuring the right staffing levels to meet demand while optimizing costsStakeholder Leadership & Influence: Demonstrated ability to lead complex stakeholder interactions, translate data insights into actionable business recommendations, and influence strategic decision‑making through data‑driven analysisWorkforce Planning Expertise: Minimum 5+ years of progressive experience in workforce data analytics, including short‑ and long‐term workforce planning, capacity modeling, and capacity managementArtificial Intelligence & Machine Learning: Working knowledge of AI engines and machine learning applications, with experience translating these technologies into workforce planning solutionsCommunication & Analytical Storytelling: Exceptional written and verbal communication skills, with the ability to synthesize complex data into compelling narratives for diverse audiencesAbility to manage multiple priorities and deadlines in a dynamic environmentStrong relationship management skillsComfort with ambiguity and white spaceOur Total Rewards PackageBase salaryVariable compensationHealth and well‑being benefitsSavings and retirement programsPaid time offBanking advantages and discountsCareer developmentReward and recognition programs#J-18808-Ljbffr

📌 Senior Manager, Operations Performance Ecosystem - C$115,600 - C$163,200 A Year (Winnipeg)
🏢 TD
📍 Winnipeg