Senior Manager, HR Contact Center (North America)

Work Location:
Greenville, South Carolina, United States of America

Hours:
40

Pay Details:
$115,440 - $173,160 USD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Line of Business:
Human Resources
Job Description:

The Senior Manager, HR Contact Centre - North America oversee a large and significant multi-faceted operational function with overall accountability for providing strategic direction, guidance on a broad and diverse range of complex operational activities / analysis and/or specialized project support or services. This role provides strategic direction to a high-volume, multi-channel operation that supports employees across Canada and the U.S. with HR inquiries, programs, and processes. The role is responsible for ensuring an exceptional colleague experience, driving operational excellence, and enabling transformation as the organization evolves its HR service delivery model.

Depth & Scope:

• 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

Education & Experience:

• Undergraduate degree
• 8+ years of progressive operations, contact center, or shared services leadership experience.
• Proven track record managing large teams (50+ FTEs) across multiple locations.
• Subject matter expertise for US Processes and regulatory requirements
• Strong experience in continuous improvement
• Deep knowledge of HR service delivery models, case management platforms, and Workday (would be an asset)
• Strong analytical skills; ability to interpret data, identify trends, and influence outcomes
• Exceptional communication, stakeholder management, and change leadership
• Bilingual (French or Spanish) considered an asset

Physical Requirements:

Never: 0%; Occasional: 1-33%; Frequent: 34-66%; Continuous: 67-100%

• Domestic Travel - Occasional
• International Travel - Frequent
• Performing sedentary work - Continuous
• Performing multiple tasks - Continuous
• Operating standard office equipment - Continuous
• Responding quickly to sounds - Occasional
• Sitting - Continuous
• Standing - Occasional
• Walking - Occasional
• Moving safely in confined spaces - Occasional
• Lifting/Carrying (under 25 lbs.) - Occasional
• Lifting/Carrying (over 25 lbs.) - Never
• Squatting - Occasional
• Bending - Occasional
• Kneeling - Never
• Crawling - Never
• Climbing - Never
• Reaching overhead - Never
• Reaching forward - Occasional
• Pushing - Never
• Pulling - Never
• Twisting - Never
• Concentrating for long periods of time - Continuous
• Applying common sense to deal with problems involving standardized situations - Continuous
• Reading, writing and comprehending instructions - Continuous
• Adding, subtracting, multiplying and dividing - Continuous

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required. The listed or specified responsibilities & duties are considered essential functions for ADA purposes.

Who We Are:
TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.

TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you've got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we're here to support you towards your goals. As an organization, we keep growing - and so will you.

Our Total Rewards Package

Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical and mental well-being goals. Total Rewards at TD includes base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan) and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off (including Vacation PTO, Flex PTO, and Holiday PTO), banking benefits and discounts, career development, and reward and recognition. Learn more

Additional Information:
We're delighted that you're considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we're committed to providing the support our colleagues need to thrive both at work and at home.

Colleague Development
If you're interested in a specific career path or are looking to build certain skills, we want to help you succeed. You'll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD - and we're committed to helping you identify opportunities that support your goals.

Training & Onboarding
We will provide training and onboarding sessions to ensure that you've got everything you need to succeed in your new role.

Interview Process
We'll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation

TD Bank is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.

If you are an applicant with a disability and need accommodations to complete the application process, please email TD Bank US Workplace Accommodations Program at Include your full name, best way to reach you and the accommodation needed to assist you with the applicant process.