Manager - Operations, Customer Capabilities

5 months ago

Toronto, Canada TD Bank Full time

**Manager - Operations, Customer Capabilities**:

- 414923BR

**Job Category - Primary**
- Management / Consulting / Advisory

**Work Location**
- TD Centre - South - 79 Wellington Street West

**Employment Type**
- Regular

**City**
- Toronto

**Time Type**
- Full Time

**Province/State**
- Ontario

**Hours**
- 37.5

**Workplace Model**
- Hybrid

**Pay Details**

**Department Overview**
- The North American Shared Service Customer Capabilities supporting IVR, Routing, Dialer Digital and Authentication Capabilities is a Centre of Excellence, Solutions and Delivery team that provides ongoing support and leadership to our contact centres. Our multifunctional team works together to enhance the customer and employee experience supporting the operational performance of our contact centres. In this fast-paced, complex environment you will feel rewarded daily through delivering value at every turn.

**Job Details**Accountabilities**:

- Manage and operate the operations and guide the team to provide operations support including Hours of operations, holiday planning, TFN governance and PVT Testing support
- Define and execute on strategies to ensure operational effectiveness and resiliency
- Engage with each pillar to strategize and lead all efforts to optimize internal business process and opportunities to reduce customer friction.
- Results-oriented, relationship builder, and confident self-starter. Versatile in putting business cases and telling a compelling story.
- Manage and lead a team that executes on queuing strategies while growing talent, developing skills and capabilities to achieve career goals, support project success and achieve business results
- Proven ability to work independently articulating strategies and tactics to support the delivery of initiatives
- Proven interpersonal and relationship management skills with a strong ability to manage, influence and leverage a multitude of stakeholders.
- Skillful communication, negotiation and partnering skills with an ability to remain resilient under pressure
- Demonstrates strong technical, project management, and analytical skills
- Strategic, analytical, and innovative problem solver
- Comfortable navigating a space that is expanding and evolving, ambiguous and complex at times
- Team player with flexibility to adapt and manage within a dynamic business environment

**Job Requirements**
- Strong technical acumen as it related to contact centre technologies such as IVR/ Routing / Digital and Dialer
- The position requires a highly strategic, analytical, and innovative problem solver, with a combination of strong relationship management, business acumen, and communication skills
- Exceptional ability to cut through complexity and ambiguity to communicate with and influence stakeholder group
- Actively contribute to an environment of innovation with a bias towards action
- Excellent time management skills with a proven ability to meet deadlines
- Build and sustain a positive and diverse work environment where team members can share challenges, have equal opportunities, and feel inspired to achieve clearly defined objectives
- Adaptable, resilient, comfortable operating in high degree of ambiguity in a matrixed environment
- Expertise in working effectively in teams - requires a track record of working cross-organizationally and with multiple stakeholders at varying levels
- Clear communicator who can tailor communications and messages to a wide range of individuals and teams, from Senior Executives to frontline employees
- Excellent organizational awareness - with understanding of key businesses, and knowledge of how to engage partners to get things done, deal with complex change and enhance TD’s brand
- Adaptable, resilient, comfortable operating in high degree of ambiguity in a matrixed environment
- Knowledge of Routing / IVR and Dialer is an asset
- Knowledge of TD products, systems and platforms is an asset
- Ensure Risk and Regulatory compliance requirements are met in all projects and initiatives

**Additional Information**
- Previous experience within North American Contact Centre and Enterprise initiatives is an asset
- Previous process improvement and/or project ownership experience strongly preferred
- Understanding of agile methodology is an asset

**Company Overview**

**Our Values**
At TD we're guided by our purpose is to enrich the lives of our customers, communities and colleagues, and share a set of values that shape our culture and guide our behavior. In exchange for how our colleagues show up to help TD succeed, we are committed to delivering a colleague experience grounded in Impact, Growth and a Culture of Care. No matter where you work across TD, we empower you to make an impact at work and in your community, explore and grow your career and be part of our caring and inclusive culture.**Making Your Well-being a Priority**
A caring and supportive culture that promotes colleague well-being is core to who we are. At TD, we focus on

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