Vice President, Operations Performance Modernization, Canadian Personal Banking

Work Location:
Toronto, Ontario, Canada

Hours:
37.5

Line of Business:
Business Management, Strategy & Support

Pay Details:
$175,000 - $255,000 CAD

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:

Vice Presidents (VPs) at TD Bank Group contribute significantly to the overall reputation of TD. As executives, VPs set the ethical, organizational and performance standards for the teams they lead and exemplify how an effective performance and development culture functions day to day. A VP is expected to guide his/her team, collaborating as appropriate with TD partners, to deliver superior results in both the short and long term.

VPs promote adherence to TDBG's vision and purpose to be the better bank, and enrich the lives of customers, communities and colleagues. As part of the general management of their function, VPs are accountable to deliver against TD's five shared commitments:

• Think like a customer; provide legendary experiences and trusted advice
• Act like an owner; lead with integrity to drive business results and contribute to communities
• Execute with speed and impact; only take risks we can understand and manage
• Innovate with purpose; simplify the way we work
• Develop our colleagues; embrace diversity and respect one another

Department Overview:

Canadian Personal Banking (CPB) Operations is responsible for end-to-end Money Out & Money In operation functions and capabilities across Canadian Personal Banking (CPB) products. As the largest operations group employing over 2400 employees, CPB Operations collaborate closely with business partners to deliver a legendary experience to distribution teams and customers. They achieve operational excellence through four key objectives:

• EXCEED: Customer expectations the first time, every time
• ATTRACT: Develop and retain highly skilled Operations professionals who are customer obsessed
• ENABLE: Growth by establishing a workforce that is scalable to meet customer demand
• ACHIEVE: Best-in-class productivity, efficiency, and controls through a culture of continuous improvement

Channels & Partners Supported: Real Estate Secured Lending, Personal Lending, Credit Cards, Everyday Banking, Wealth and Personal Savings & Investments.

They are customer obsessed and proud to call CPB Operations a great place to work for colleagues across the country. They execute with excellence and collaborate with their partners to win. They are future-oriented and actively focus on modernizing & simplifying our operations to deliver legendary service to both their partners and customers, with teams spanning across Canada.

Job Description / Accountabilities:

Reporting to the SVP, Operations the VP, Operations Performance Modernization is a senior leader within Canadian Personal Banking responsible for strategic thought leadership and overseeing a large team of approximately 250 colleagues. Functions include hyper-automation solution design, program delivery, incident management, workforce management and performance management. The key accountabilities of this role include but are not limited to the following:

Accountabilities:

• Set strategic direction for shared services and transformation activities across Operations
• Act as a thought leader, constructive disruptor, and role model to drive change as we continue our delivery evolution with strong focus on automation, speed to value, agility, and the end-to-end customer journey
• Hyper Automation Day 1 - set the stage for clean and systematic automation delivery in F25 by confirming priorities and timing for deployment; aligning on the interaction model internally and with partner teams; and confirming resourcing/funding for Day 1 items
• Hyper Automation Day 2 - ensure digital worker output consistently meets performance standards through reporting and controls, continuous improvement of the automation ecosystem, and treating automation as a critical volume delivery engine
• Optimize performance and workforce management to maximize productivity across Operations through the introduction of AI/Gen AI
• Partner with Human Resources to ensure that Operations' colleague capabilities enable the business strategy
• Own strategy and delivery of scorecard metrics to influence the right colleague behaviours across Operations
• Own reporting on initiatives impacting Operations from across CPB and enterprise-wide, and alignment to Operations strategic pillars and OKRs
• Develop, own, maintain, and oversee Business Managed Technology ecosystem for Operations (e.g., tools and assets supporting processes, insights, and productivity across Operations)
• Manage, monitor and oversee 'Day 2' support for automated processes across Operations, including incident reporting/management
• Stay knowledgeable on industry trends and bring outside-in perspective to how we solve customer irritants and continuously improve business processes
• Attract, develop, motivate and retain high quality talent to deliver business objectives; create and sustain a high performing inclusive culture

Specific Educational Requirements:

• Undergraduate degree in Technology, Engineering, Business, Finance or other related fields.
• MBA or master's degree will be considered an asset.

Other Qualifications/Skills/Experience:

• Demonstrated success leading "best-in-class" operations transformation programs ideally in the financial services industry (i.e. banking, insurance, wealth & investment management firms etc.) and/or in other related sectors operating in highly regulated and/or complex environments.
• Has sufficient depth in banking or other comparable/innovative industry disruptors to be instantly credible as a leader and peer by the divisional business heads and their teams.
• Experience delivering high-quality innovation, process transformation, and productivity improvements across an enterprise, working with agility and credibility.
• Experience leveraging automation, machine learning, artificial intelligence and other digital capabilities to transform and optimize business processes.
• Experience working closely with senior business leaders on medium to long range thinking focused on driving profitability and shareholder, customer and employee value.
• Minimum of five years in a senior leadership role with demonstrated track record of providing inspirational leadership to a large-scale, geographically dispersed, and/or matrixed organization.
• Experience recruiting, developing, and retaining high-performing and diverse talent is required.

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!

Language Requirement (Quebec only):
Sans Objet