AVP leading AI transformation, including fraud detection, for Manulife, a global financial services provider. Driving secure, governed Classical, Generative, and Agentic AI solutions across Corporate Functions.
About the role
- Manager integrating workforce management with AI transformation at TD, a major North American bank. Connecting financial, operational, and workforce planning across customer operations.
Responsibilities
- Lead the integration of workforce management strategy into TD’s enterprise AI and transformation agenda across North American Customer Operations
- Coordinate business transformation initiatives, financial planning, workforce strategy, and cloud and AI priorities
- Embed WFM inputs early and accurately in enterprise decision-making
- Track workforce assumptions, capacity impacts, and financial implications tied to transformation initiatives
- Translate enterprise decisions into actionable workforce plans, including capacity and site strategies
- Monitor assumptions and provide insights on risks and opportunities
- Connect financial, operational, and workforce impacts to support decision-making
- Represent WFM in cross-functional forums and maintain alignment with business objectives
- Contribute to enterprise WFM strategy aligned to AI transformation priorities
- Maintain governance over workforce planning inputs and outputs
- Support planning and governance for AWS AI capabilities, agentic AI tools, and similar enterprise cloud platforms
- Partner with Finance, Technology, HR, business lines, business leaders, Agile Release Trains, and site strategy teams
- Provide leadership and guidance in a cross-functional, matrixed environment
- Advise leadership on workforce implications of business decisions
Requirements
- Undergraduate degree or equivalent experience
- 5+ years in workforce management, strategy, or planning in a large organization
- Strong understanding of contact centre or operations environments
- Experience working with financial models and workforce forecasts
- Ability to synthesize complex information into clear recommendations
- Direct experience supporting, launching, or operationalizing AWS AI capabilities, agentic AI solutions, or similar cloud-based enterprise technology initiatives is strongly preferred
- Experience helping shape or support AI-enabled business strategies
- Experience partnering with technology teams on AWS platform decisions, agentic AI governance, implementation planning, or operational readiness
- Experience in financial services or regulated industries is an asset
- For Quebec: mastery of a language other than French to support or deal with employees or colleagues requiring services and support in another language
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
- Online learning platform
- Mentoring programs
- Training and onboarding sessions
- Accessibility accommodations throughout the interview process
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