Manager GIAC Business Insights

Description

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Main responsibilities

Under the supervision of the Senior Manager, GI Journey and Distribution Insights, the manager will be involved in the following key activities:

• Lead and develop analytics team capabilitiesBuild and guide a team of data analysts focused on data, advanced analytics, and explainability of results to support GIAC insights.
• Analyze call center performanceIdentify relationships between customer interactions and transactions (conversion, digital deflection, multi-call journeys)
• Enhance explainability of resultsConnect transactional and behavioral data to support decisions (staffing, channel strategy, customer experience)
• Develop advanced forecasting capabilitiesBuild and maintain models to predict call volumes and Average Handling Time (AHT), with a focus on long-term forecasting
• Track and communicate key performance indicators (KPIs)Call volumes (received/answered), AHT, conversion, abandonment, deflection, etc.
• Deliver advanced analyticsConduct funnel and cohort analyses to identify key performance drivers
• Collaborating with business partnersWork with operations teams to contextualize findings and translate insights into actionable operational and strategic recommendations
• Delivering ready outputsDevelop dashboards, reports, and presentations using tools such as Power BI, Tableau, and SQL

Qualification

Education & Experience:

• University degree in Statistics, Mathematics, Business Intelligence, Finance, IT, Actuarial Science, or a related field
• 8+ years of relevant experience in analytics, data, or statisticsExperience in General Insurance (asset)Experience with contact center analytics (asset)Experience with Genesys or AWS connect (asset)
• Bilingualism (English and French)

Key Skills:

• Effective in managing multiple priorities with strong organization and time management skills.
• Strong expertise in data analysis and modeling (forecasting, time series, regression, etc.)
• Ability to work with complex, multi-source datasets
• Experience with SQL and BI tools (Power BI, Tableau, etc.)
• Ability to leverage AI tools to improve efficiency and accelerate insight generation
• Strong communication skills with the ability to simplify complex concepts
• Strong collaboration and prioritization skills
• Team-oriented mindset and alignment with TD values

Who We Are:

As part of TD Bank Group, one of Canada's largest financial institutions, at TD Insurance, we care for Canadian families, making it easy to get the best advice, protection, and support in their moments of need, always.

TD Insurance offers a wide range of products, including General Insurance and Life and Health. Everyday, we strive to make every interaction, product and experience remarkably human and refreshingly simple for more than four million customers who count on us.

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.

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):

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.