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| Position Type: | Full-time |
| Location: | London, ON |
| Date Posted: | May 16, 2022 |
Job Description
Workforce Delivery Manager
Company Overview
Tell us your story. Don’t go unnoticed. Explain why you’re a winning candidate. Think “TD” if you crave meaningful work and embrace change like we do. We are a trusted North American leader that cares about people and inspires them to grow and move forward.
Stay current and competitive. Carve out a career for yourself. Grow with us. Here’s our story: jobs.td.com
Department Overview
The Workforce Management (WFM) team is part of the North American Shared Services model supporting the customer and employee experience across all North American Phone Channel lines of business, including TD Canada Trust, TD Wealth, TD Insurance and TD Bank, America’s Most Convenient Bank. Workforce management is a trusted Advisor to our partners through proper workforce planning & management ensuring the right people are in the right spot at the right time providing our customers with legendary service. WFM supports and manages the operational and Workforce Management functions in various geographical locations; ensuring scheduling, forecasting, enterprise capacity planning and workforce management process optimization.
Job Description
- Deliver operational support to forecasting CoE Workforce Management activities across TD including establishment of an industry leading CoE which, can be extended to other areas of the bank
- Partner with business stake holders and operations to demand/ capacity planning to accurately forecast demand. Provide planning leadership to size impacts of initiatives and provide recommendations for efficient solutions efficiently deliver best in class customer experience.
- Develop proposals and recommendations for manager that identify and profile high impact, forward looking strategies, opportunities and action plans to maximize productivity and efficiencies
- Contribute to Enterprise capacity planning to optimize customer / client and colleague experience, ensuring the consistent application of WFM, HR and legal related principles/requirements.
- Develop multi-channel knowledge to support growing customer channel migration to digital / digitally assisted channels.
- Deliver process innovation to deliver department efficiencies.
Requirements
| Operationally Focused First: Know the priorities and challenges of the business you support, help them beat their plan. Responsible for building the Day of Week Hours of Day distribution for analysis Understand the variance in output KPI’s vs. Forecast, analyze and built mitigation plan |
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| Responsible to generate 8week locked forecast, staffing plan and 10 day Forecast Deliver accurate weekly and daily Forecast and 10 day Forecast Responsible for generating special day distribution and completing Post Implementation Review (PIR) |
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| Flawless Execution of the Initiatives That Matter: Create best capacity plan and set staffing targets for our business by managing trade-offs between Customer Experience/Service Levels, Employee Experience, Operational Flexibility, and Cost Effectiveness | |
| Winning: Focus on performance story in CoE delivery, R&R linkage to performance Sustain positive business partner feedback. |
Hours
37.5
Inclusiveness
At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.
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