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TD · 4 hours ago

Senior Manager, HR Contact Center (North America)

Philadelphia, Pennsylvania

Full-time

Onsite

Senior Level, Lead/Staff

$115K/yr - $186K/yr

8+ years exp

TD Bank is one of the world's leading global financial institutions, and they are seeking a Senior Manager for their HR Contact Center in North America. This role involves overseeing a multi-faceted operational function, providing strategic direction for HR inquiries, and ensuring an exceptional colleague experience while driving operational excellence.

BankingFinanceFinancial ServicesWealth Management

Responsibilities

Provides people management leadership by hiring the best talent, setting goals, developing staff, managing employee performance and compensation decisions, promoting teamwork and handling any/all disciplinary actions, as required

Leads and inspires a large, diverse team of HR Contact Centre professionals, including Team and Group Managers, and Contact Centre Agents

Oversees day-to-day service delivery across North America, ensuring consistent, accurate, and timely resolution of colleague inquiries; monitor performance against SLAs, KPIs, and colleague satisfaction measures; serve as senior escalation point for complex cases

Executes on the annual business plan to deliver results aligned with business strategies

Keeps abreast of emerging issues, trends, and evolving regulatory requirements and assesses potential impacts

Embeds a culture of continuous improvement across the HR Contact Centres

Leads root cause analysis on recurring issues and implement sustainable solutions

Relentless focus on simplifying processes, reducing hand-offs, and improving service quality and how we deliver

Leverages data, feedback, and insights to identify trends, eliminate pain points, and improve efficiency

Partners with HR and Technology teams to implement next-generation service delivery tools (e.g., ServiceNow, Workday, AI-enablement)

Champions self-service adoption, knowledge management, and digital-first solutions for TD Colleague and People Managers across North America

Drives automation and digitization initiatives to enhance scalability and consistency

Builds strong partnerships with HR COEs, Payroll, and Business HR teams to deliver seamless support across functions

Provides reporting and insights to senior leadership on trends, risks, and opportunities

Engages stakeholders to ensure alignment and support during change initiatives

Fosters an inclusive, high-performance culture emphasizing colleague development, engagement, and recognition

Coaches and mentors team leaders, building strong succession pipelines

Models organizational values and reinforce a culture of service excellence

Grows team expertise to align with business/enterprise demand and direction; assesses team skills and capabilities and continually looks for ways to provide and enhance the value delivered

Qualification

HR service delivery modelsContact center leadershipContinuous improvementData analysisWorkdayStakeholder managementChange leadershipCoachingBilingual (French/Spanish)Team managementMentoring