Work Location:

Toronto, Ontario, Canada

Hours:

37.5

Line of Business:

Business Management, Strategy & Support

Pay Details:

$76,800 - $115,200 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. 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.

Job Description:

Change Manager

Department

The Contact Centre Routing & Infrastructure (CCR&I) team is responsible for delivering IT infrastructure to TD’s contact centers supporting 60 business groups and 17,000 agents. CCR&I delivers and supports call routing and critical infrastructure and integrates with call recording, workforce management, reporting, and other services. The group is made up of 50 highly skilled professionals that design, deliver, and operate major communication platforms. The team is represented in Quebec, Ontario, and the US.

Role

The Change Manager oversees IT infrastructure change quality and governance. This person assesses and gates patches, updates, break/fix, and new solution release changes through a rigorous internal process and measures change results. He/she advises change initiators, liaises with Enterprise Change Mgmt., and secures executive approvals. This role reports to the Senior Manager, Service Management.

Responsibilities

This role will... · Perform quality- and process control of change requests, · Evaluate and approve/decline proposed changes, · Advise and liaise between support groups, and various pods, · Lead governance (e.g., Change Advisory Board, Enterprise Change Mgmt., etc.), · Facilitate creation/maintenance/expediting changes when required, and · Monitor, measure, report, and improve change performance over time.

Experience

This ideal candidate has…

· Worked in IT (2+ yrs. ideal) and managed projects (2+ yrs. ideal)

· Experience with telephony, contact center, and network tech (ideal)

· Worked in a business contact center or with contact center technologies (ideal)

Qualifications

The ideal candidate can…

· Manage competing priorities and grace under fire, · Understand and apply detailed processes

· Use ServiceNow (extensive), Excel (moderate), and Jira (limited)

· Understand and apply ITIL principles

· Work autonomously and closely with leadership team

· Persuade, influence, and build consensus

· Identify priorities and escalating urgent requests when needed

· Communicate clearly and tailor messages to the audience

Education

The ideal candidate has completed…

· University degree or equivalent work experience

· ITIL Foundation certification (ideal)

Directeur du changement

Service

L’équipe Acheminement et Infrastructure, Centre de contact est responsable d’offrir l’infrastructure des TI aux centres de contact de la TD qui soutiennent 60 groupes d’affaires et 17 000 agents. Cette équipe offre et soutient l’infrastructure d’acheminement des appels et l’infrastructure essentielle, qui intègrent l’enregistrement des appels, la gestion des effectifs, la production de rapports et d’autres services. Le groupe est composé de 50 professionnels hautement qualifiés qui conçoivent, mettent en œuvre et exploitent d’importantes plateformes de communication. L’équipe compte des membres au Québec, en Ontario et aux États-Unis.

Poste

La directrice ou le directeur du changement supervise la qualité et la gouvernance des changements apportés à l’infrastructure des TI. Cette personne évalue et contrôle les correctifs de sécurité, les mises à jour, les correctifs de bogues et les nouvelles solutions au moyen d’un processus interne rigoureux et mesure les résultats des changements. Elle conseille les initiateurs de changement, assure la liaison avec l’équipe Gestion du changement de l’entreprise et obtient les approbations de la direction. Ce poste relève du directeur principal, Gestion des services.

Responsabilités

La personne qui occupera ce poste va :

· Effectuer le contrôle de la qualité et des processus des demandes de changement

· Évaluer et approuver ou refuser les changements proposés

· Conseiller les groupes de soutien et les diverses unités et assurer la liaison entre eux

· Diriger la gouvernance (p. ex., Comité consultatif des changements, Gestion du changement de l’entreprise)

· Faciliter la création, la tenue à jour et l’accélération des changements, au besoin

· Assurer la surveillance, la mesure, la production de rapports et l’amélioration du rendement en matière de changement au fil du temps

Expérience

La candidature idéale comprend les expériences suivantes

· Expérience dans le secteur des TI (idéalement plus de 2 ans) et en gestion de projets (idéalement plus de 2 ans)

· Expérience en téléphonie, en centre de contact et en technologie de réseau (idéal)

· Expérience dans un centre de contact d’affaires ou avec des technologies de centre de contact (idéal)

Compétences

La candidature idéale comprend les compétences suivantes

· Gérer des priorités et savoir s’épanouir dans un environnement dynamique

· Comprendre et appliquer des processus détaillés

· Utiliser ServiceNow (important), Excel (modéré) et Jira (limité)

· Comprendre et appliquer les principes ITIL

· Travailler de façon autonome et en étroite collaboration avec l’équipe de direction

· Persuader, influencer et obtenir un consensus

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 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. 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.

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. 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
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.

We look forward to hearing from you!

Language Requirement (Quebec only):

Maîtrise d’une langue autre que le français pour offrir du soutien ou traiter avec des employés ou des collègues qui ont besoin de services et de soutien dans une langue autre que le français.