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Workforce Demand Forecasting Manager

Technology Solutions
Toronto, ON
April 29, 2022

Company Overview

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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 leadership 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 Senior Leaders and Executives 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.
  • Remove barriers impeding sales force ability to execute strategies by ensuring the appropriate resources, planning and support capability related to workforce management practices are in place


Operationally Focused First:
-Know the priorities and challenges of the business you support, help them beat their plan
-Interacting with key stakeholders, Strategic Initiatives Managers, Marketing/Product to gather relevant information or inputs that drive demand (example: Client base, sales units, Claims per unit, Risk forecast etc)
-Applying annual organic growth factors and inputs from Marketing/Product to the forecast and build long term Forecast (1-5 years)
-Intake overlay gathered from Intake Team
– Ideation sizing long term
Flawless Execution of the Initiatives That Matter:
-Exceptional initiative management, effective communication within our team & to others.
-Identify at least 2 opportunities to gain capacity and optimize WFM processes and functions. Own the delivery/execution where appropriate.
-Support strategic sourcing of net-new processes that has been agreed upon – including key initiatives, projects and executing on the plan

WFM Transformation:
-Consistency in what we do, Efficiency and effectiveness in how we do it
-Focus on “small I” innovation and encouraging idea sharing to drive efficiency and improve results.
-Support the simplification of a minimum of 3 process and procedures through automation, streamlining and removal of duplicated efforts.
-Champion positive change within the CoE and contribute to a successful, cohesive work environment by demonstrating a positive and professional demeanor
-Identify at least 5 benefits and considerations as Transformation activities roll out through active engagement.

-Focus on performance story in CoE delivery, R&R linkage to performance
-Participate in recognition programs by nominating a peers for MVP, monthly LOEs and posting on TD Appreciate and Employee Experience initiatives.
-Sustain positive employee/business partner feedback.
-Promote a diverse workplace and volunteering in various Diversity programs.
-Be engaged in Coaching sessions. Add breadth and depth to your career portfolio through job shadowing and stretch assignments




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.