Associate Vice President, Fraud, Disputes, and Digital Technology, Canadian Banking Contact Centre

Work Location:
Toronto, Ontario, Canada

Hours:
37.5

Line of Business:
Personal & Commercial Banking

Pay Details:
$155,000 - $215,000 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:


TD Story

Founded in 1855, TD has grown from a single branch serving grain millers and merchants into one of the largest and most respected financial institutions in North America. As we continue to develop a more global, integrated approach to our businesses, it is important that every employee, regardless of location, is aware of TD's history and impressive growth story. Over 150 years of service. Read more about TD's rich history.


Our Strategy

There's never been a more exciting time for TD. We are a strong, competitive bank with clear advantages and we're leveraging our unique strengths to enhance the client experience, drive performance, and create long-term shareholder value.

With exceptional talent across our organization, and millions of loyal clients who depend on us for their financial success, we are poised to accelerate growth and deliver peer-leading performance.

Our strategy is detailed across three pillars:
We're driving Deeper Relationships with our clients, to help them meet all of their financial needs, and accelerate growth across all our businesses.

• We're building a Simpler & Faster Bank, stripping out complexity and harnessing the power of AI and digital capabilities to outpace the market and meet our clients' evolving needs.
• We're bringing Disciplined Execution, sharpening our focus, driving outcomes, and holding ourselves and each other accountable to deliver.

The TD Way: Our Purpose, Promise & Culture

Our Purpose

Reimagine what banking can be
for our clients, colleagues and communities.

Our purpose defines why we exist. It's our bold ambition to shape the future of banking, not just adapt to it. We're building a simpler, faster bank for our clients, our colleagues and our communities.

Our Promise

Remarkably human. Refreshingly simple.

Our promise is how we deliver on our purpose. It's what people feel when they interact with TD: how we show up, deliver value and bring our brand to life through every experience.

Being Remarkably Human means maintaining a personal connection and deepening trust in everything we do. It's how we design experiences that feel genuinely helpful, compassionate and meaningful.

Being Refreshingly Simple means taking the complexity out of banking - speeding up decisions, simplifying processes and creating clarity for our clients and colleagues alike.

Our Culture

TD's culture is a reflection of our shared beliefs, attitudes, and behaviours. When aligned with strategy, it's a game-changing accelerator. To advance our strategic progress, we're focused on strengthening aspects of our culture - who we are and how we lead - that will help us succeed.

Together, we call this The TD Way. It's how we activate the strengths and capabilities of our colleagues and leaders to realize the opportunities ahead, ensuring that our culture, strategy and brand are deeply connected and brought to life in every experience we create.

Department Overview

At TD, the Canadian Branch Contact Center (CBCC) operates within Canadian Personal Banking (CPB) and is focused on delivering customer support and advice through inbound and outbound contact channels. CBCC plays a critical role in extending the branch experience beyond physical locations, supporting customers across phone and digital-assisted channels.

Internally, CBCC is supported by multiple teams, including frontline advisors, specialized servicing units, workforce management, training, quality and performance, and support functions. The organization partners closely with other CPB business lines, operations teams, and technology platforms to ensure consistent, compliant, and high-quality customer experiences.

CBCC is responsible for a wide range of customer interactions, including:

• Everyday banking support and account servicing
• Credit and lending inquiries
• Insurance and wealth-related referrals
• Problem resolution and escalation management
• Sales and advice through needs-based conversations

As a key customer touchpoint, CBCC contributes directly to customer satisfaction, retention, and growth by combining operational efficiency with personalized service. The team also plays an important role in identifying customer needs, supporting digital adoption, and reinforcing TD's brand through every interaction.

Reporting to the Vice President, Canadian Banking Contact Center, this individual will be accountable for the following:

Lead a high-impact Fraud Loss & Prevention function that protects clients, reduces enterprise risk, and delivers strong operational performance

• Execute the Fraud Loss & Prevention strategy aligned to CBCC, Canadian Banking, and enterprise risk priorities
• Own end-to-end fraud operations performance, including detection, prevention, and client response outcomes
• Reduce fraud losses and exposure through proactive risk identification, controls optimization, and continuous improvement initiatives
• Drive real-time fraud mitigation and response effectiveness, ensuring timely client protection and resolution
• Lead operational excellence across fraud queues (productivity, service levels, accuracy, turnaround times)
• Role is responsible for leading Digital conversations, credit card disputes, 2nd level support & New hire onboarding
• Directly responsible for ~10 direct reports; Indirect span of control ~ 500 colleagues

Key Shared accountabilities:

Partner across CBCC, Enterprise Risk, and Technology to deliver an integrated, proactive fraud prevention and client protection model

• Co-lead execution of the Fraud Loss & Prevention strategy, aligning priorities, controls, and outcomes across Canadian Banking and enterprise Risk
• Partner with Enterprise Fraud, Risk, and Analytics teams to strengthen detection, prevention, and monitoring capabilities, leveraging data, insights, and threat intelligence
• Collaborate with Technology to deliver and optimize fraud tools, automation, and AI-driven detection/decisioning capabilities
• Provide frontline insights and operational feedback to continuously refine fraud strategies, rules, and controls
• Work across Distribution Channels (Branch, Digital, Contact Centre) to ensure end-to-end fraud prevention and consistent client protection experiences
• Align with Workforce Management and Shared Services to optimize capacity and response models for fraud volumes and emerging threat patterns
• Collaborate with HR, L&D, and Talent to build specialized fraud capability, supporting upskilling and readiness for evolving fraud risks

Leader profile:

• Run a customer-focused channel delivering legendary customer experiences
• Build and sustain a performance-based, inclusive culture grounded in fairness and consistency
• Demonstrate sound judgment and decisiveness, balancing speed, simplicity, and risk
• Role-model accountability, ownership, and continuous improvement
• Lead change with clarity and resilience, reinforcing expectations through action
• Promote and cultivate a positive working environment that inspires innovation, creativity, teamwork and strong strategic partnerships
• Recruit, Develop and Retain top talent for TD through development and execution of a robust talent strategy
• Proven ability in leveraging business acumen and expertise to develop and deploy a vision and align others to that vision
• Maintain our culture of risk management and control
• Proven experience in managing complexity and navigating ambiguity
• Strong understanding of measurement and metrics driving business outcomes

Additional Information

Associate Vice Presidents (AVPs) at TD Bank Group contribute significantly to the overall reputation of TD. As executives, AVPs set the ethical, organizational and performance standards for the teams they lead and exemplify how an effective performance and development culture functions day to day. An AVP is expected to guide their team collaborating as appropriate with TD partners to deliver superior results in both the short and long term.

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