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Manager, Learning Architecture & Strategy – Canadian Banking Contact Center

London, ON, Canada
Toronto, ON, Canada
Ottawa, ON, Canada
Markham, ON, Canada
Montreal, QC, Canada

Pay: 96 900 $/$96,900 - 136 800 $/$136,800 CAD
Job type: Full-time
Apply by: Oct 7, 2026
Experience: 5+ years of experience in Learning & Development, instructional design, adult education, or a related field
Posting language: English
Posted: Sep 29, 2026

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Original 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; 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!

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.

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More about this job

Responsibilities

The Manager, Learning Architecture & Strategy is responsible for designing and evolving learning solutions for the Canadian Banking Contact Centre to improve colleague proficiency. This role involves conducting needs assessments, developing content strategies, and collaborating with stakeholders to ensure learning initiatives align with business objectives.

Requirements

Candidates must have at least 5 years of experience in Learning & Development or instructional design with expertise in methodologies like ADDIE or SAM. A university degree or equivalent experience is required, along with strong communication skills and the ability to manage complex projects in a fast-paced environment.

Skills

Learning strategy
Instructional design
Needs analysis
Project management
Change management
Stakeholder management
Adult learning principles
Performance consulting
Content strategy
Data-informed decision making
Communication skills
Strategic planning
Learning roadmap development
Capability uplift
Vendor management

Benefits

Health and well-being benefits
Savings and retirement programs
Paid time off
Banking benefits and discounts
Career development
Reward and recognition programs

Visa sponsorship

Not detected in the job text

Keywords

Learning & Development
Instructional Design
Adult Education
ADDIE
SAM
Design Thinking
Learning Architecture
Performance Gap Assessment
Contact Center
Banking
Strategy
Stakeholder Management
Project Management
Change Management
Learning Roadmap
Capability Development
Instructional Design Methodologies
Learning Experience Design
Business Management
Operational Needs

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