Manager, Learning Architecture & Strategy – Canadian Banking Contact Center

TD Bank Group; Toronto; On-site; CAD 97,000 - 137,000; Full time

Job summary

TD Bank Group is seeking a Manager, Learning Architecture & Strategy for the Canadian Banking Contact Center (CBCC) in Toronto. You will design and evolve learning solutions to accelerate colleague proficiency and performance across onboarding, Day 2, and capability uplift.

Reporting to the Senior Manager, Business Management, you will own needs analysis, content strategy, and asset development, working with CBCC leaders, HR partners, and external vendors to deliver scalable learning that aligns

Qualifications

• 5+ years of experience in Learning & Development, instructional design or related field.
• Expertise in instructional design methodologies (ADDIE, SAM, Design Thinking) and adult learning principles.
• Experience designing and developing learning solutions for complex business environments.

Responsibilities

• Develop and maintain CBCC learning roadmap aligned to business objectives.
• Translate business needs into learning approaches and design recommendations.
• Act as learning advisor to CBCC leaders and guide decisions on scope, modality, and sequencing.
• Lead the long-term learning strategy and roadmaps with a focus on learner experience.
• Collaborate with HRBPs, L&D COEs, and external vendors; manage learning portfolio issues.
• Coordinate learning initiatives across multiple workstreams; track risks and dependencies.

Skills

Learning & Development

Instructional design

Adult education

Change management

Stakeholder management

Presentation skills

Education

University degree

Post-secondary education in Adult Education/ID

Certification in Instructional Design

Job description

## Manager, Learning Architecture & Strategy – Canadian Banking Contact CenterApply: On Site: Toronto, Ontario: Montréal, Québec: Ottawa, Ontario: London, Ontario: Markham, Ontario: Full time: Posted Today: End Date: October 7, 2026 (6 days left to apply): R\\_1513348**Work Location:**Toronto, Ontario, Canada**Hours:**37.5**Line of Business:**TD General**Pay Details:**96 900 $/$96,900 - 136 800 $/$136,800 CADTD 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:**Reporting to the Senior Manager, Business Management, the Manager, Learning Architecture & Strategy will be accountable for the design, development, and ongoing evolution of learning solutions supporting the Canadian Banking Contact Centre (CBCC). This role serves as the primary learning lead for CBCC, translating business priorities into practical, scalable learning solutions that accelerate colleague proficiency and performance. The Manager, Learning Architecture & Strategy will own learning needs analysis, content strategy, and learning asset development across onboarding, Day 2, and capability uplift. Working closely with CBCC leaders, HR partners, L&D COEs, and external vendors, the Manager ensures learning solutions are effective, sustainable, and aligned to operational needs. The position requires critical thinking, strategic planning, project management, change management, collaboration, stakeholder relationship management, and advanced verbal/written communication skills. **Key Accountabilities:** **Learning Strategy & Planning*** Develop and maintain the CBCC learning roadmap aligned to business objectives and workforce priorities* Translate evolving business needs into clear learning approaches and design recommendations* Act as a learning advisor to CBCC leaders, guiding decisions on learning scope, modality, and sequencing* Develop and execute the long-term learning strategy & plan and associated roadmaps, ensuring they align with the skills needed to support the broader business vision and delivers a great learner experience* Proactively align learning strategies to the capabilities needed to address evolving business needs **Performance Consulting & Needs Analysis*** Conduct learning needs and performance gap assessments at role and capability levels* Partner with leaders to diagnose root causes and recommend learning or non‐learning solutions* Support data‐informed decisions by connecting learning solutions to business outcomes **Learning Content & Asset Development*** Apply instructional design methodologies and adult learning principles to develop engaging, effective, and performance-focused learning solutions* Establish learning design standards, tools, and practices to ensure consistency and quality across CBCC learning assets* Translate complex business processes and capability requirements into learner-centric experiences across multiple delivery modalities* Maintain visibility to learning inventory and identify opportunities to streamline or modernize content* Build the business case for learning development and define the rollout plan in collaboration with the business senior management and other partners **Stakeholder & Partner Collaboration*** Serve as the primary point of contact for CBCC learning matters* Work closely with HRBPs, L&D COEs, learning operations, and learning technology partners* Engage external vendors as required to support learning design and delivery* Manage issues or escalations in relation to the learning strategy within the portfolio **Delivery, Execution & Continuous Improvement*** Coordinate learning initiatives across multiple workstreams and timelines* Track progress, risks, and dependencies; escalate where appropriate* Gather feedback and performance insights to continuously improve learning solutions* Support leader updates and communications related to learning initiatives**Job Requirements:*** 5+ years of experience in Learning & Development, instructional design, adult education, or a related field* Demonstrated expertise in instructional design methodologies (e.g., ADDIE, SAM, Design Thinking) and adult learning principles* Proven experience designing and developing learning solutions for complex business environments* Experience leading end-to-end learning initiatives from needs assessment through design, development, implementation, and evaluation* Strong understanding of learning measurement, learner experience, and capability development practices* Excellent presentation, communication, and storytelling skills* Comfortable working in ambiguity and shifting priorities* Ability to perform a detailed needs assessment at the organizational, team and project level* Strong planning skills, with the ability to work in a fast-paced environment and manage multiple deadlines and priorities while maintaining accuracy through attention to detail* Ability to build and maintain relationships with diverse stakeholders including executives, program support, external partners, and vendors **Education:*** University degree or equivalent experience* Post-secondary education in Adult Education, Instructional Design, Learning & Development, or a related discipline is required* Certification in formal training in Instructional Design, Adult Learning, or Learning Experience Design (LXD) is an asset* Knowledge and experience in contact centres would be an asset* Demonstrated commitment to continuous learning**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 strive to make every interaction, product, and experience remarkably human and refreshingly simple for 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 foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our clients, colleagues and communities.**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.If you’re passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact.We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.**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!