Senior Manager, Business Architecture

Description

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Overview

As a key member of the North American Customer Operations (NACO) Business Architecture team, the Senior Manager, Business Architecture provides strategic leadership and architectural guidance in support of the U.S. Contact Centre (USCC) pillar. Working in close partnership with business leaders, product owners, technology teams, and the USCC Agile Release Train (ART), this role is responsible for translating business strategy into actionable capability roadmaps, target operating models, and modernization plans that drive customer, colleague, and business outcomes. The role aligns business priorities, process transformation, data, technology, and operating model decisions to ensure investments deliver measurable value and support the long-term evolution of the USCC organization.

The Senior Manager will serve as the Business Architecture lead for a large-scale contact centre platform modernization program, helping shape future-state capabilities and guiding strategic investment decisions across customer servicing, digital experiences, workforce enablement, and operational processes. The role will play a critical leadership position in enabling next-generation capabilities powered by Artificial Intelligence, including Agentic AI, by defining business requirements, operating model impacts, governance considerations, and value realization frameworks that support the transformation of customer and colleague experiences.

Success in this role requires strong strategic thinking, business architecture expertise, and the ability to influence senior stakeholders across business and technology domains. The incumbent will act as a trusted advisor to USCC leadership and ART partners, ensuring business architecture practices are embedded throughout delivery, modernization, and transformation initiatives while maintaining alignment to enterprise strategy, risk standards, and target-state objectives.

Key Accountabilities

Business Architecture Leadership

• Act as the senior Business Architecture lead supporting the U.S. Contact Centre (USCC) pillar, providing thought leadership, strategic advice, and architectural guidance to business, transformation, and technology partners.
• Develop and maintain business capability models, target operating models (TOMs), future-state process designs, and strategic roadmaps that support USCC business objectives and transformation priorities.
• Ensure alignment between pillar strategy, enterprise objectives, customer and colleague experience goals, and technology investment decisions.

Agile Release Train (ART) Partnership & Delivery Enablement

• Serve as the primary Business Architecture partner to the USCC Agile Release Train (ART), embedding architectural thinking into planning, prioritization, feature development, and delivery activities.
• Collaborate with Product Owners, Product Managers, Technology, Enterprise Architecture, Strategy, and Operational partners to define business requirements, capability dependencies, and target state outcomes.
• Support investment planning and prioritization by evaluating initiatives against business value, customer impact, colleague experience, risk considerations, and strategic alignment.

Platform Modernization & Transformation

• Provide business architecture leadership for a multi-year contact centre platform modernization program, ensuring business requirements, operating model changes, and capability evolution are clearly defined and delivered.
• Define future-state business capabilities required to support modern contact centre platforms, omnichannel servicing, intelligent routing, workflow orchestration, and digital-first customer experiences.
• Assess business impacts, change implications, process redesign requirements, and value realization opportunities associated with modernization initiatives.

Agentic AI & Emerging Capability Enablement

• Lead the business architecture strategy and design activities required to enable Agentic AI capabilities across the USCC organization.
• Partner with business, technology, data, risk, and AI teams to identify, assess, and prioritize AI-enabled opportunities that improve customer outcomes, colleague productivity, and operational efficiency.
• Define future-state operating models, business processes, governance considerations, and capability requirements necessary to support sustainable adoption of AI-powered customer and colleague experiences.

Strategic Planning & Stakeholder Management

• Influence senior leaders and stakeholders across the USCC pillar by providing insights, recommendations, and strategic direction on business capabilities, transformation opportunities, and target-state design decisions.
• Facilitate workshops, strategy sessions, and stakeholder engagements to drive alignment on future-state priorities, business outcomes, and modernization roadmaps.
• Build strong partnerships across business, technology, risk, operations, and transformation teams to accelerate delivery and achieve strategic objectives

EXPERIENCE AND / OR EDUCATION

• Undergraduate degree or Business Architecture certificate and/or
• 10+ years relevant experience
• Previous Business Architecture experience as asset
• Knowledge and experience enabling automation, AI and contact center platform modernization capabilities an asset
• Experience in leading teams strongly recommended
• Be credible and have strong working knowledge in subject matter unique to the business or have direct access to these SMEs
• Ability to provide leadership guidance on execution strategy and the development and deployment of projects and programs to solve unique and ambiguous problems with broad financial and operational impact
• Ability to connect the dots across products, channels, and segments to identify areas of value
• Ability to cut through complexity and ambiguity to communicate with and influence senior stakeholder group
• Dexterous in influential and negotiation skills for making recommendations and engaging shareholders to act for meeting the business needs on a complex project
• In-depth knowledge of using MS Office, analytical tools and techniques and project and risk management methodologies
• Ability to prioritize and multi-task in a fast-paced environment is an asset
• Previous management consulting experience is an asset
• Ability to handle confidential information with discretion

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.

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