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:

Department

The Contact Centre Routing & Infrastructure (CCR&I) team is responsible for delivering IT infrastructure to TD's contact centers supporting 50 business groups and 17,000 agents. CCR&I delivers and supports call routing, recording, workforce management, reporting, and other services. The group is made up of 70+ highly skilled professionals aligned to intake, design, delivery, operations, and service management roles. The team is represented in Quebec, Ontario, and the US.

Role

The Problem Manager is responsible to manage identified IT problems with the goal to reduce and prevent IT incidents while improving application and infrastructure availability. The role coordinates the identification, understanding, mitigation, remediation, and resolution of "reactive" issues as well as "proactive" issues resulting from incident analysis. This person leads a methodical process and liaises with multiple stakeholder groups (e.g., vendors, SMEs, other teams, etc.) as needed. This role reports to the Senior Manager, Contact Centre Routing & Infrastructure.

Responsibilities

• Manage problems throughout the problem lifecycle
• Prevent and mitigate problem-related incidents
• Work closely with support staff to discover, define, and share workarounds
• Develop and formally communicate final solutions for known issues
• Conduct and interpret trend analysis of recurring issues
• Ensure issues are owned by colleague SMEs
• Communicate the progress of the problem management to stakeholders
• Apply defined change process and lead change management activities
• Formally document problems in ServiceNow as per TD standards, and • Load-balance with other problem managers as needed

Experience

• The following are ideal characteristics, however applicants with less will still be considered.
• You have worked in IT with experience with related technologies such as contact center, voice/telephony, network (ideal), or related projects
• You have managed competing, time-sensitive priorities well
• You have worked as or with a Problem Manager
• You are highly organized and view issues as puzzles to solve
• You think logically and methodically
• You have demonstrated strong written and verbal communication skills
• You possess at least a basic understanding of IT change management principles
• You have demonstrated an ability to prioritize many competing requirements
• You have demonstrated a history of delivering on a deadline
• You can influence and work collaboratively with/through others without role power
• You interact effectively with SMEs, managers, and executives
• You hold others to account while preserving professional relationships.

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.