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We're committed to providing fair and equitable compensation to all our colleagues. As a candidate, we encourage you to have an open dialogue with a member of our HR Team and ask compensation related questions, including pay details for this role.

Job Description:

The North American Contact Centre (NACO) is comprised of over 6500 employees across North America supporting over 50MM annual live customer / client contacts and 200MM+ automated contacts across four lines of business (TD Insurance, Wealth, TD Bank & TDCT). In the Wealth Contact Centre, we service over a million customers, supported by 1300+ wealth professionals across three distinct lines of business (Direct Investing, Money-In Advice, and Financial Planning Direct).

About This Role

Reporting to the Senior Manager, Service and Performance Effectiveness, the successful candidate will collaborate with a variety of partners across Wealth and the Contact Centre to plan, develop, manage, and execute on our client and colleague irritant programs.

Responsibilities include:

• Identification and tracking of process irritants and points of friction

• Thought leadership with goal to transform the way we do our work contributing to a white glove experience for our valued clients

• Delivering process and workflow solutions

• Influencing partners to deliver enterprise tools meeting the needs of the next generation contact centre

• Inventory and rank the top process barriers and top workflow optimization needs

Job Requirements

What can you bring to TD? Share your credentials, but your relevant experience and knowledge can be just as likely to get our attention. It helps if you have:

Qualifications/Skills/Experience:

• Confidence and the ability to lead and manage a significant business management workstream in an area of moderate risk, complexity, and scope

• Commitment to ensuring there is an integrated approach with other business management areas, broader organization, and enterprise wide

• Readiness to focus primarily on short to medium term strategy

• Adaptability to deep knowledge and understanding of the business process constraints, organizational practices, and disciplines

• Sound to advanced knowledge of external competition, industry, and market trends in relation to your own function or business

• Strength in interacting closely with business leaders to both optimize resources and leverage TD's operating model to maximize efficiency, effectiveness, and scale

• Expanded knowledge of Investment solutions, services, markets, and key competitors

• Exceptional listening & communication skills

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 deliver legendary customer experiences to 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 the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.

TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you've got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we're here to support you towards your goals. As an organization, we keep growing – and so will you.

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. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD – and we're committed to helping you identify opportunities that support your goals.
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!

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