Senior Manager, Business Architecture
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Key skills for this role
About the Role
TD seeks a Senior Manager, Business Architecture to provide strategic leadership for the U.S. Contact Centre pillar.
Key Skills for This Role
Responsibilities
- Act as the senior Business Architecture lead supporting the U.S. Contact Centre (USCC) pillar, providing thought leadership, strategic advice, and architectural guidance
- Develop and maintain business capability models, target operating models (TOMs), future state process designs, and strategic roadmaps
- Ensure alignment between pillar strategy, enterprise objectives, customer and colleague experience goals, and technology investment decisions
- Serve as the primary Business Architecture partner to the USCC Agile Release Train (ART), embedding architectural thinking into planning, prioritization, feature development, and delivery
- Collaborate with Product Owners, Product Managers, Technology, Enterprise Architecture, Strategy, and Operational partners to define business requirements and target state outcomes
- Support investment planning and prioritization by evaluating initiatives against business value, customer impact, colleague experience, risk considerations, and strategic alignment
- Provide business architecture leadership for a multi year contact centre platform modernization program
- Define future state business capabilities required to support modern contact centre platforms, omnichannel servicing, intelligent routing, workflow orchestration, and digital first customer experiences
- Lead the business architecture strategy and design activities required to enable Agentic AI capabilities across the USCC organization
- Influence senior leaders and stakeholders by providing insights, recommendations, and strategic direction on business capabilities and transformation opportunities
Requirements
- Undergraduate degree or Business Architecture certificate
- 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
- Ability to provide leadership guidance on execution strategy and development of projects and programs
- Ability to connect the dots across products, channels, and segments
- Ability to cut through complexity and ambiguity to communicate with and influence senior stakeholder group
- In depth knowledge of using MS Office, analytical tools and techniques and project and risk management methodologies
- Previous management consulting experience is an asset
Full Job Posting
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.
- 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.
- The role will play a critical leadership position in enabling next generation capabilities powered by Artificial Intelligence, including Agentic AI.
Key Accountabilities
- Act as the senior Business Architecture lead supporting the U.S. Contact Centre (USCC) pillar, providing thought leadership, strategic advice, and architectural guidance.
- Develop and maintain business capability models, target operating models (TOMs), future state process designs, and strategic roadmaps.
- Ensure alignment between pillar strategy, enterprise objectives, customer and colleague experience goals, and technology investment decisions.
- 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.
- Provide business architecture leadership for a multi year contact centre platform modernization program.
- 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.
- 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.
- Influence senior leaders and stakeholders by providing insights, recommendations, and strategic direction on business capabilities, transformation opportunities, and target state design decisions.
EXPERIENCE AND / OR EDUCATION
- Undergraduate degree or Business Architecture certificate.
- 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.
- Ability to provide leadership guidance on execution strategy and the development and deployment of projects and programs.
- 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.
- In depth knowledge of using MS Office, analytical tools and techniques and project and risk management methodologies.
- Previous management consulting experience is an asset.
Additional Information
- Work Location: Toronto, Ontario, Canada
- Hours: 37.5
- Line of Business: Enterprise Enabling Functions
- Pay Details: CAD 115,600 CAD 163,200 CAD
- TD is committed to providing fair and equitable compensation opportunities.
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