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About the role
- Learning strategy manager designing scalable development programs for TD’s Canadian Banking Contact Centre. Leading needs analysis, instructional design, content development, and stakeholder delivery.
Responsibilities
- Report to the Senior Manager, Business Management
- Design, develop, and continuously evolve learning solutions supporting the Canadian Banking Contact Centre
- Serve as the primary learning lead for the Canadian Banking Contact Centre
- Translate business priorities into practical, scalable learning solutions that accelerate colleague proficiency and performance
- Own learning needs analysis, content strategy, and learning asset development across onboarding, Day 2, and capability uplift
- Develop and maintain the learning roadmap aligned to business objectives and workforce priorities
- Advise leaders on learning scope, modality, and sequencing
- Develop and execute long-term learning strategies, plans, and roadmaps
- Conduct learning needs and performance gap assessments
- Diagnose root causes and recommend learning or non-learning solutions
- Apply instructional design methodologies and adult learning principles to develop learning solutions
- Establish learning design standards, tools, and practices
- Translate complex business processes into learner-centric experiences across multiple delivery modalities
- Maintain learning inventory and identify opportunities to streamline or modernize content
- Build business cases for learning development and define rollout plans
- Collaborate with HRBPs, L&D COEs, learning operations, learning technology partners, and external vendors
- Manage issues and escalations related to the learning strategy
- Coordinate learning initiatives across multiple workstreams and timelines
- Track progress, risks, and dependencies and escalate where appropriate
- Gather feedback and performance insights to improve learning solutions
- Support leader updates and communications related to learning initiatives
Requirements
- 5+ years of experience in Learning & Development, instructional design, adult education, or a related field
- Demonstrated expertise in instructional design methodologies (e.g., ADDIE, SAM, Design Thinking) and adult learning principles
- Proven experience designing and developing learning solutions for complex business environments
- Experience leading end-to-end learning initiatives from needs assessment through design, development, implementation, and evaluation
- Strong understanding of learning measurement, learner experience, and capability development practices
- Excellent presentation, communication, and storytelling skills
- Comfortable working in ambiguity and shifting priorities
- Ability to perform a detailed needs assessment at the organizational, team and project level
- Strong planning skills and ability to manage multiple deadlines and priorities while maintaining accuracy
- Ability to build and maintain relationships with diverse stakeholders, including executives, program support, external partners, and vendors
- University degree or equivalent experience
- Post-secondary education in Adult Education, Instructional Design, Learning & Development, or a related discipline is required
- Knowledge and experience in contact centres would be an asset
- Demonstrated commitment to continuous learning
- For Quebec roles: mastery of a language other than French to support or interact with employees or colleagues requiring services and support in a language other than French
Benefits
- Base salary
- Variable compensation
- Health and well-being benefits
- Savings and retirement programs
- Paid time off
- Banking benefits and discounts
- Career development
- Reward and recognition programs
- Regular development conversations, training programs, and a competitive benefits plan
- Access to an online learning platform
- Mentoring programs
- Training and onboarding sessions
- Accessibility accommodations throughout the interview process
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