Role Purpose
Manage and triage intake requests for accessibility consulting engagements and accessible document remediation services. Ensure requests are properly assessed, prioritized, and routed to the appropriate internal team or external vendor. Maintain service quality, compliance with accessibility standards, and positive client experience through proactive communication and process oversight.
Key Accountabilities
Customer
- Monitor and manage the consulting intake queue, validating request details, clarifying scope, and assigning to the correct resource or workstream.
- Oversee the accessible document service intake queue, reviewing PDF remediation requests for completeness and eligibility.
- Prepare and submit remediation requests to the approved vendor; track progress and ensure timely delivery.
- Communicate with requestors to confirm requirements, provide status updates, and set expectations for turnaround times.
- Verify remediated documents meet accessibility standards (WCAG, AODA, ACA) before delivery; escalate issues promptly.
- Maintain accurate documentation of intake processes, request details, and resolution steps.
Shareholder
- Coordinate with third-party vendor for document remediation; monitor SLAs and escalate delays or quality concerns.
- Maintain intake dashboards and generate reports on volume, turnaround times, SLA adherence, and client satisfaction.
- Identify process improvement opportunities to streamline intake workflows and reduce turnaround times.
- Ensure compliance with TD accessibility policies and standards; contribute to vendor performance reviews and accessibility audits.
Employee / Team
- Collaborate with consulting leads, accessibility specialists, and vendor contacts to ensure smooth handoffs and timely delivery.
- Document intake procedures and best practices; contribute to team knowledge base for consistent handling of requests.
- Support a positive work environment that promotes service excellence, quality, and teamwork.
Breadth & Depth
- Independently manage multiple intake queues and apply judgment to prioritize requests based on business impact and accessibility compliance requirements.
- Serve as the primary point of contact for intake-related inquiries and escalations.
- Work under minimal supervision; act as a reference for team members on intake processes and vendor coordination.
Experience & Education
- Undergraduate degree or Technical Certificate.
- 3–5 years of relevant experience in service coordination, intake management, or vendor relationship management.
- Strong organizational and prioritization skills for managing multiple queues.
- Familiarity with accessibility standards (WCAG, AODA, ACA) and document remediation processes.
- Experience with vendor coordination and SLA tracking.
- Excellent communication skills for client and stakeholder engagement.
- Proficiency with intake platforms (e.g., ServiceNow, SharePoint) and reporting tools.
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):
Sans Objet
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. In exchange for how our colleagues show up to help TD succeed, we are committed to delivering a colleague experience grounded in Impact, Growth and a Culture of Care.
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. We’re dedicated to building an inclusive workforce that reflects the diversity of the customers and the communities in which we live and serve.
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. That’s why we launched the TD Ready Commitment in 2018, now a multi-year North American initiative.