Senior Manager, Incident Reporting Centre (IRC) in Mississauga

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.

Job Description:

Overview: 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:

• 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.

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.

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.

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.

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.

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.

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.