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About the Role

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. 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 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.

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 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.
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.
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.

Requirements

Undergraduate degree or Business Architecture certificate and/or 10+ years relevant experience
Previous Business Architecture experience is an asset
Knowledge and experience enabling automation, AI and contact center platform modernization capabilities is an asset
Experience in leading teams is 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

Skills

Business Architecture
Strategic leadership
Architectural guidance
Capability roadmaps
Target operating models
Modernization plans
Business strategy translation
Process transformation
Data strategy
Operating model decisions
Contact centre platform modernization
Artificial Intelligence (AI)
Agentic AI
Business requirements definition
Operating model impacts
Governance considerations
Value realization frameworks
Strategic thinking
Stakeholder influence
Business capability models
Future-state process designs
Strategic roadmaps
Agile Release Train (ART) partnership
Investment planning
Omnichannel servicing
Intelligent routing
Workflow orchestration
Digital-first customer experiences
Change management
MS Office
Analytical tools and techniques
Project management methodologies
Risk management methodologies

Location

Toronto, Ontario, Canada

Work Type

Full-time

Experience Level

Senior Manager
10+ years relevant experience

Education Level

Undergraduate degree or Business Architecture certificate

Salary/Compensations

$115,600 - $163,200 CAD

Benefits

Health and well-being benefits
Savings and retirement programs
Paid time off
Banking benefits and discounts
Career development
Reward and recognition programs
Training programs

About the Company

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.
We are reimagining what banking can be for our clients, colleagues and communities.

Equal Opportunity

TD is 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.
TD has a long-standing commitment to help drive progress towards a more inclusive and sustainable future.
Under the TD Ready Commitment, we are targeting a total of C$1 billion by 2030 in community giving across four key, interconnected drivers of change: Financial Security, Vibrant Planet, Connected Communities, and Better Health.
It’s our goal to help support change, nurture progress, and contribute to making the world a better, more inclusive place for our customers, colleagues, and communities.