Senior Manager, Business Architecture

TD•Toronto, ON

1d•CA$115,600 - CA$163,200•Onsite

About The Position

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.

Requirements

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

Responsibilities

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.
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, 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.
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.
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.