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Senior Manager, Operations Performance Ecosystem
TDSenior Manager of Operations Performance Ecosystem at TD Bank optimizing resource utilization and collaborating with stakeholders. Driving improvements in performance to exceed customer expectations across multiple business lines.
About the role
Key responsibilities & impact- Own Scorecard deliverables & operations, in addition to the strategy of how Scorecard metrics influence the right colleague behaviors
- Responsible for the delivery of initiatives that build Scorecard operations, Forecasting, Scheduling and streamlined performance reporting
- Build, implement, and manage capacity plans to ensure optimal staffing levels and efficient response times; closely working with AI2 and operational teams to build/use forecasting models to pre-plan capacity required to meet demand.
- Lead Operations goalsetting in partnership with production units, from oversight of model/data inputs to socialization and facilitating the interaction with Workforce Management Scheduling & Intraday Workforce Management teams
- Lead all business analysis and performance insights that provide insights on productivity, coaching opportunities, and actions we can take to improve performance
- Provide production executive support on Operations performance, creating clarity and providing insights and analysis on results
- Support rollouts, exceptions and make meaning of annual planning including FTE, Goals, Scorecard and Expense Budgets
Requirements
What you’ll need- A bachelor’s degree in business administration, Operations Management, or a related field is preferred.
- Track record leading others through change and cultivating a highly engaged team
- Organizational awareness- ability to maneuver the organization and create stakeholder engagement/collaboration
- Strategic Workforce Planning: Develop and implement workforce strategies that align with business objectives, ensuring the right staffing levels to meet patient demand while optimizing costs.
- Stakeholder Leadership & Influence: Demonstrated ability to lead complex stakeholder interactions, translate data insights into actionable business recommendations, and influence strategic decision-making through data-driven analysis.
- Workforce Planning Expertise: Minimum 5+ years of progressive experience in workforce data analytics, including short- and long-term workforce planning, capacity modeling, and capacity management.
- Artificial Intelligence & Machine Learning: Working knowledge of AI engines, and machine learning applications, with experience translating these technologies into workforce planning solutions.
- Communication & Analytical Storytelling: Exceptional written and verbal communication skills, with the ability to synthesize complex data into compelling narratives for diverse audiences.
- Ability to manage multiple priorities and deadlines in a dynamic environment.
- Strong relationship management skills.
- Comfort with ambiguity and white space.
Benefits
Comp & perks- health and well-being benefits
- savings and retirement programs
- paid time off
- banking benefits and discounts
- career development
- reward and recognition programs
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
workforce data analyticscapacity modelingcapacity managementforecasting modelsperformance reportingstrategic workforce planningdata-driven analysisartificial intelligencemachine learningbusiness analysis
Soft Skills
leadershipstakeholder engagementorganizational awarenesscommunicationanalytical storytellingrelationship managementability to manage multiple prioritiescomfort with ambiguitycollaborationchange management
Certifications
bachelor’s degree in business administrationbachelor’s degree in operations management