Senior Change Manager

Work Location: Toronto, Ontario, Canada

Hours: 37.5

Line of Business: Enterprise Enabling Functions

Pay Details: $108,800 - $163,200 CAD

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.

Job Description:

KEY ACCOUNTABILITIES

CUSTOMER

• Lead a diverse range of stakeholders; communicate effectively assessing potential change processes and diverse audience issues / objectives
• Analyze impacts / risks and provide recommendations to customers, stakeholders, employees, process, technology solutions to achieve business results
• Understand, clarify and lead work packages of each assigned initiative / project inclusive of constraints (e.g., time, cost, people resources) and maintain a customer-centric approach
• Provide recommendations and direction based on the end-to-end customer experience when making decisions
• Lead and own the project deliverables related to change management to meet the needs of the customer, employee, and business and drive successful adoption of change
• Assess and ensure that customer and employee experience / stakeholder impacts are appropriately understood and managed
• Engage appropriate stakeholders to identify and manage required outcomes of projects for the business
• Provide on-going communication to key stakeholders, including the project sponsor, business project owner, project / program / portfolio manager to ensure they are aware of significant changes which impact change delivery against the overall project
• Respond to inquiries and escalate change related concerns from stakeholders and partners at all levels in the organization
• Identify and lead problem resolution to ensure customer needs are met for own area as assigned
• Collaborate with the project manager and business sponsor to identify and ensure required resources are assigned to the project
• Ensure timely notification and escalation of possible issues/problems while assessing options and recommendations for prompt resolution
• Collaborate with partners across TD to drive successful adoption of change; e.g., communications, training, process, etc.

SHAREHOLDER

• Create change plans and activities that drive adoption of change
• Develop change strategies, plans, and activities that drive adoption of change and benefits realization based on business needs
• Work with Business Owner/Sponsor to identify change adoption metrics
• Adhere to enterprise frameworks or methodologies that relate to activities for business area
• Ensure respective programs/policies/practices are well managed, meets business needs, complies with internal and external requirements, and aligns with business priorities
• Consistently exercise discretion in managing correspondence, information and all matters of confidentiality; escalate issues where appropriate
• Ensure business operations are in compliance with applicable internal and external requirements (e.g. financial controls, segregation of duties, transaction approvals and physical control of assets)
• Participate in cross-functional / enterprise / initiatives as a subject matter expert helping to identify risk / provide guidance for complex situations
• Conduct internal and external research projects; support the development/ delivery of presentations / communications to management or broader audience
• Conduct meaningful analysis at the functional or enterprise level using results to draw conclusions, make recommendations, assess the effectiveness of programs/ policies/ practices
• Monitor service, productivity and assess efficiency levels within own function and implement continuous process / performance improvements where opportunities exist
• Lead / facilitate and/or implement actions / remediation plans to address performance / risk /governance issues
• Actively manage relationships within and across various business lines, corporate and/or control functions and ensure alignment with enterprise and/or regulatory requirements
• Keep abreast of emerging issues, trends, and evolving regulatory requirements and assess potential impacts
• Maintain a culture of risk management and control, supported by effective processes in alignment with risk appetite

EMPLOYEE / TEAM

• Participate fully as a member of the team, support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/ points of interest
• Provide thought leadership and/ or industry knowledge for own area of expertise in own area and participate in knowledge transfer within the team and business unit
• Keep current on emerging trends/ developments and grow knowledge of the business, related tools and techniques
• Participate in personal performance management and development activities, including cross training within own team
• Keep others informed and up-to-date about the status / progress of projects and / or all relevant or useful information related to day-to-day activities
• Contribute to team development of skills and capabilities through mentorship of others, by sharing knowledge and experiences and leveraging best practices.
• Lead, motivate and develop relationships with internal and external business partners / stakeholders to develop productive working relationships.
• Contribute to a fair, positive and equitable environment that supports a diverse workforce
• Act as a brand ambassador for change management function, business and the bank, both internally and/or externally

BREADTH & DEPTH

• Recognized as top level expert within the company and requires significant in-depth and/or breadth of expertise in their in a complex field and knowledge of broader related areas
• Senior specialist providing advisory services to executives, business segment leaders and governs the requirements for own work
• Integrates knowledge of change management methodology with the overarching business strategy and program objectives to lead change strategy design, implementation / deployment of change management best practices, methodology formulation or template / tool standards
• Anticipates emerging trends and/or risks as a basis for recommending large-scale change initiatives
• Serves as a source of expert advice to senior management in field of specialty; may lead team(s) of related specialists/experts
• Advises on execution strategy and leads the development and deployment of change programs
• Solves unique and ambiguous problems with broad impact; typically oversees standards, controls and operating methods that can support significant business transformation impact / benefits realization
• Requires innovative thinking to develop new solutions
• Works within general policies and industry guidelines
• Engages stakeholders to take action; serves as a source of expert advice, influences change; frames information in a broader organizational context
• Provides leadership guidance, makes recommendations and collaborates with business to ensure solutions meets the business needs on a complex project or program
• Identifies and leads problem resolution for complex issues at all levels
• Generally reports to an executive
• Leads Change Management work for Tier 1 programs/projects

EXPERIENCE & EDUCATION

• Undergraduate degree; graduate degree in related field considered an asset
• Relevant Change Management Accreditations
• 10+ years related experience within large organizations, which may include working in a project environment

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.

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.

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 a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs.

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.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.

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.

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
Your accessibility is important to us. Please let us know if you'd like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.

Language Requirement (Quebec only): Sans Objet