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About the Role

The AIOS Engagement Lead is a client-facing leadership role responsible for the client relationship, engagement roadmap, adoption, and measurable business outcomes for an AI transformation initiative delivered through Zafin’s AI Operating System (AIOS). This role combines consulting expertise with a strong command of AI-native and agentic delivery models to ensure client teams, Zafin teams, and AI agents deliver agreed-upon business value and return on investment.

Responsibilities

Own the engagement roadmap, priorities, and value-realization plan in partnership with client business sponsors.
Serve as the primary point of accountability for business outcomes and return on investment delivered through the combined capabilities of humans and AI agent teams.
Act as the primary day-to-day interface with client business leadership, building alignment around business priorities, stakeholder expectations, success measures, and decisions required.
Lead the Discover phase with the client, defining outcomes, intent, constraints, governance, adoption requirements, and success metrics prior to AI agent development.
Translate client business priorities and requirements into an actionable roadmap that the technical squad can execute, clearly communicating trade-offs, dependencies, and constraints.
Align Zafin and client stakeholders on scope, success criteria, responsibilities, and value-realization milestones; actively manage scope changes and prioritization conflicts.
Lead the weekly intent review to confirm priorities, resolve ambiguity, and ensure delivery remains aligned to agreed business intent and measurable outcomes.
Identify and resolve impediments to value realization, including organizational, process, data, technology, governance, and stakeholder-related barriers.
Define and track business outcomes, adoption measures, ROI indicators, and value-realization milestones; provide clear, evidence-based reporting to client and Zafin executive stakeholders.
Own the adoption and enablement strategy for AI agent-augmented workflows, ensuring that change impacts, communications, training, user readiness, feedback, and sustainment needs are addressed by partnering with the Adoption and Workflow lead.
Own the Embed phase from the client side, ensuring new roles, working rhythms, governance, and knowledge are adopted and sustained by client teams.
Lead and develop the cross-functional engagement team by establishing clear priorities, responsibilities, and decision rights across business, adoption, architecture, engineering, and governance roles while coaching engagement professionals and building team capability to deliver successful client outcomes.
Represent the engagement to AIOS platform leadership, providing clear visibility into value, adoption, delivery risks, client sentiment, and decisions requiring escalation.
Own the progression through the progressive capability transfer model, from Zafin-led delivery to client-led, self-sustaining AI capability.
Participate in the monthly value review, providing client adoption data and sentiment.
Identify opportunities to extend AIOS into additional use cases, workflows, or business areas; develop the value case and partner with the appropriate commercial leaders to secure client sponsorship.

Requirements

8–10+ years of experience in client delivery, consulting, or business transformation roles, scaled to level.
Strong understanding of banking operations and the ability to translate business priorities into an actionable engagement and transformation roadmap.
Working knowledge of AI agentic delivery models and how to measure combined human and AI agent performance.
Strong knowledge of enterprise transformation, stakeholder management, change management, training design, and adoption measurement.
Experience defining business cases, success measures, ROI indicators, and value-realization frameworks for complex technology or operating model transformations.
Ability to translate between business and technical stakeholders, with sufficient understanding of AI architecture, data, integration, governance, and delivery constraints to communicate trade-offs credibly.
Working knowledge of the full AIOS delivery journey (Discover, Design, Build, Embed, Expand), sufficient to guide a client through it.
Familiarity with responsible AI, data governance, privacy, risk, compliance considerations in regulated environments.
Familiarity with the business outcomes layer of the platform's AI metrics framework, and the ability to translate it into a client-facing value narrative.
Experience leading cross-functional teams through complex, high-visibility client initiatives involving senior business and technology stakeholders.
Prior experience as an Engagement Lead, Engagement Manager, Program Director, Transformation Lead, or equivalent role within a consulting, professional services, enterprise software, or financial-services organization, or large-scale enterprise IT environments.
Experience leading a client through a genuine operating model transformation involving AI or automation, beyond a software deployment.
Experience helping clients transition from vendor-led implementation to internally owned, sustainable capability.

Skills

AI agentic delivery models
Enterprise transformation
Stakeholder management
Change management
Training design
Adoption measurement
Business case definition
Success measure definition
ROI indicator definition
Value-realization frameworks
AI architecture
Data governance
Integration
Responsible AI
AI metrics framework

Location

Toronto, Canada

Work Type

Hybrid

Experience Level

8-10+ years

Education Level

Bachelor’s degree in business, Comp Sci, Finance, Technology or related field, or equivalent professional experience.

Benefits

Competitive salaries
Annual bonus potential
Generous paid time off
Paid volunteering days
Wellness benefits
Robust opportunities for professional growth and career advancement

About the Company

Zafin is an AI platform company helping regulated institutions modernize how critical work is designed, governed, and delivered.
Our technology enables organizations to move faster while maintaining the governance, accountability, and control required in highly regulated environments.
Our portfolio includes Zafin AIOS, an agent orchestration platform for governed AI work; the Zafin Banking Platform, which helps banks modernize product, pricing, offers, billing, loyalty, and relationship management; and Zafin IO, an integration platform that connects data, systems, and workflows across complex enterprise environments.
Headquartered in Toronto, Canada, Zafin partners with leading financial institutions across North America, Europe, the Middle East, Africa, and Asia-Pacific.
As AI transforms the future of financial services, we're building the platforms that help regulated organizations adopt AI responsibly and at scale.

Equal Opportunity

Zafin welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
Zafin is committed to protecting the privacy and security of the personal information collected from all applicants throughout the recruitment process. The methods by which Zafin contains uses, stores, handles, retains, or discloses applicant information can be accessed by reviewing Zafin’s privacy policy at https://zafin.com/privacy-notice/. By submitting a job application, you confirm that you agree to the processing of your personal data by Zafin described in the candidate privacy notice.