Senior Manager, Incident Reporting Centre (IRC)

TD; Mississauga; On-site; CAD 116,000 - 163,000; Full time

Job summary

TD is hiring a Senior Manager, Incident Reporting Centre (IRC) in Mississauga, Ontario. You will define the operating model, governance, and performance expectations for the 24/7 IRC across Canada, Europe, and APAC, serving as the senior escalation point for high-risk incidents.

You will lead a diverse team of incident-handling professionals, drive continuous improvement, and partner with GPS leadership to strengthen resilience, controls, and regulatory compliance.

Qualifications

• Progressive senior leadership experience in incident management, security operations, corporate security or related discipline.
• Experience leading a 24/7 operational function in a large, regulated organization.
• Strong knowledge of incident assessment, triage, escalation, documentation, and regulatory reporting.

Responsibilities

• Set strategic direction and governance for the IRC’s 24/7 capability across regions.
• Act as senior escalation and decision authority for complex incidents.
• Maintain executive oversight of performance, incident trends, and risks.
• Govern incident management tools and ensure audit-ready evidence.
• Provide executive reporting and risk insights to GPS leadership.

Skills

Strategic leadership

Executive communication

Stakeholder management

Decision-making under pressure

Change management

Education

Bachelor’s degree or college diploma in security, criminal justice, political science, business, risk management, or related field

Job description

Work Location:

Mississauga, Ontario, Canada

Hours:

37.5

Line of Business:

Financial Crimes & Fraud Mgmt

Pay Details:

$115,600 - $163,200 CAD

This role is eligible for a discretionary variable compensation award that considers business and individual performance.

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:

The Global Physical Security (GPS), Incident Reporting Centre (IRC) provides continuous, 24/7 incident monitoring, intake, triage, escalation, documentation, notification, and reporting across Canada, Europe, and Asia-Pacific. The Senior Manager, Incident Reporting Centre (IRC) is accountable for the function’s strategic direction, governance, operational effectiveness, risk management, and resilience.

This role establishes the operating model, priorities, standards, decision authority, and performance expectations; provides executive-level oversight of people, processes, technology, vendors, data, and controls; and serves as the senior escalation point for complex, high-risk, or enterprise-impacting matters.

Who You Are:

The ideal candidate is a strategic, decisive, and collaborative leader who demonstrates the following:

• Exercises sound judgment and remains accountable in complex, high-pressure, and time-sensitive situations.
• Translates complex information into clear executive-level insights, decisions, and direction.
• Leads through change, builds strong partnerships, and fosters an inclusive, accountable, and high-performing culture.
• Demonstrates resilience, strategic thinking, continuous improvement, and a strong commitment to service and operational excellence.

Key Accountabilities:

• Set the strategic direction, operating model, governance, priorities, escalation thresholds, decision rights, and performance expectations for the IRC’s 24/7 capability across Canada, Europe, and Asia-Pacific.
• Serve as the senior escalation and decision authority for complex, high-risk, ambiguous, or enterprise-impacting incidents and operational issues.
• Maintain executive oversight of operational performance, incident trends, service levels, workforce capacity, technology dependencies, data quality, and emerging risks.
• Oversee the integrity and governance of incident management tools as the authoritative system of record, ensuring incident information and supporting evidence are accurate, consistent, complete, and audit-ready.
• Oversee quality assurance, quality control testing, audit and regulatory support, evidence retention, document and distribution-list governance, and remediation activities.
• Provide executive reporting, risk insights, decision support, and recommendations to GPS leadership and enterprise partners.
• Establish governance and accountability for vendor and third-party performance, delivery, service levels, contracts, escalations, operational dependencies, and remediation of identified gaps.
• Provide business leadership for technology and process changes involving incident management, mass communications, telephony, monitoring, analytics, and reporting capabilities.
• Oversee disaster recovery, business continuity, succession coverage, and operational resilience arrangements to ensure they are established, tested, documented, and maintained.
• Define clear responsibilities, decision authority, escalation paths, and service expectations across the IRC and partner teams.
• Represent the IRC in senior stakeholder, governance, technology, and cross-functional forums, and lead sustainable improvements to operational, technology, data, and control gaps.

People Leadership:

• Build and sustain a high-performing, diverse leadership and operational team aligned with business and enterprise priorities.
• Lead and develop the IRC leadership team while maintaining strategic oversight of Shift Leads, Specialists, and operators through clear objectives, defined accountabilities, ongoing coaching and feedback, recognition, succession planning, and timely performance management.
• Assess workforce capability and capacity, lead recruitment and development, and ensure skills evolve with operational and enterprise needs.
• Foster an inclusive, collaborative, and psychologically safe environment where issues are escalated early, knowledge is shared, and teams operate with a One Team mindset.
• Lead organizational change, reinforce milestones and outcomes, and ensure compliance with human resources policies, procedures, and standards of conduct.

Qualifications:

• Progressive senior leadership experience in incident management, security operations, corporate security, crisis management, operational resilience, business continuity, enterprise risk, or a related discipline.
• Demonstrated experience leading or overseeing a 24/7 operational function within a large, complex, or regulated organization.
• Strong knowledge of incident assessment, triage, classification, escalation, documentation, notification, technical security systems, and operational reporting.
• Proven experience leading employees and operational leaders and managing vendors, third-party resources, service levels, and contracts.
• Experience with governance, regulatory requirements, audit support, control testing, quality management, evidence retention, and remediation.
• Strong executive communication, stakeholder influence, analytical thinking, and decision-making skills, with the ability to lead through ambiguity and organizational change.
• Bachelor’s degree or college diploma in security, criminal justice, political science, business, risk management, or a related field, or an equivalent combination of education and practical experience; relevant industry certifications are assets.

Hours and Availability:

• Standard business hours are Monday to Friday, 9 a.m. to 5 p.m. The role requires participation in an on-call rotation and availability outside regular business hours to support significant incidents, escalations, and operational requirements.

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!

Language Requirement (Quebec only):

Sans Objet