Manager, Learning Architecture & Strategy – Canadian Banking Contact Center

The Toronto-Dominion Bank (Canada); Toronto; On-site; CAD 97,000 - 137,000; Full time

Job summary

The Toronto-Dominion Bank is seeking a Manager, Learning Architecture & Strategy to design, develop, and evolve learning solutions for the Canadian Banking Contact Centre. You will own needs analysis, content strategy, and asset development across onboarding, Day 2, and capability uplift.

You will work with CBCC leaders, HR partners, and external vendors to ensure effective, sustainable learning that aligns with operational needs and strategic priorities.

Qualifications

• 5+ years of experience in Learning & Development or related field.
• Experience with instructional design methodologies (ADDIE, SAM, Design Thinking).
• Proven experience designing and developing learning solutions for complex environments.
• Experience leading end-to-end learning initiatives from needs assessment to evaluation.
• Strong understanding of learning measurement and learner experience.

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 partners.
• Develop and implement learning content standards across assets and modalities.
• Collaborate with HRBPs, COEs, and external vendors as needed.
• Coordinate learning initiatives across multiple workstreams and timelines.

Skills

Learning strategy

Performance analysis

Instructional design

Stakeholder management

Change management

Communication

Education

University degree or equivalent experience

Post-secondary education in Adult Education

Certification in Instructional Design or LXD (asset)

Job description

Work Location: Toronto, Ontario, Canada

Hours: 37.5

Line of Business: TD General

Pay Details: 96 900 $/$96,900 - 136 800 $/$136,800 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

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; elevate 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

• 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. 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.

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.

Our Values

At TD we’re guided by our purpose to enrich the lives of our customers, communities and colleagues, and share a set of values that shape our culture and guide our behavior. In exchange for how our colleagues show up to help TD succeed, we are committed to delivering a colleague experience grounded in Impact, Growth and a Culture of Care. No matter where you work across TD, we empower you to make an impact at work and in your community, explore and grow your career and be part of our caring and inclusive culture.

Our Commitment to Diversity, Equity, and Inclusion

At TD, we’re committed to fostering an environment where all colleagues are encouraged to bring their authentic selves to work, experience equitable opportunities, and feel respected and supported. We’re dedicated to building an inclusive workforce that reflects the diversity of the customers and the communities in which we live and serve.

Helping to Make an Impact in Communities – TD Ready Commitment

TD has a long-standing commitment to help drive progress towards a more inclusive and sustainable future. That’s why we launched the TD Ready Commitment in 2018, now a multi-year North American initiative. Under the TD Ready Commitment, we are targeting a total of C$1 billion by 2030 in community giving across four key, interconnected drivers of change: Financial Security, Vibrant Planet, Connected Communities, and Better Health. It’s our goal to help support change, nurture progress, and contribute to making the world a better, more inclusive place for our customers, colleagues, and communities.

Learn more: Canada | US | Europe & Asia Pacific