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.
What’s the Opportunity?
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). Combining consulting expertise with a strong command of AI-native and agentic delivery models, this role is the primary day-to-day point of accountability for ensuring that the combined capabilities of client teams, Zafin teams, and AI agents deliver the business value and return on investment agreed with clients.
The AIOS Engagement Lead guides the client through the full Discover, Design, Build, Embed, and Expand delivery journey. The role translates business priorities into actionable engagement roadmap, aligns Zafin and client stakeholders on scope, success measures, governance, risks, and value-realization milestones, and ensures delivery remains focused on confirmed business intent.
The role is also accountable for not only the deployment of AI capabilities, but also for the adoption of the operating model required to sustain them. This includes driving the deliberate embedding of new roles, working rhythms, governance, and knowledge into the client's own teams. This role owns the regular cadence review that keeps the delivery squad aligned to client priorities and is accountable for the initiative's progression through the platform's progressive capability transfer model, from Zafin-led delivery to full client ownership.
As a leader, this role develops team members, coordinates across-functional leadership, resolves competing priorities, and provides clear visibility to client and Zafin executives on progress, value, risks and decisions required.
What Will You Do?
- Own the engagement roadmap, priorities, and value-realization plan in partnership with client business sponsors, ensuring the squad remains aligned to evolving business priorities.
- Serve as the primary point of accountability for business outcomes and return on investment delivered through the combined capabilities of humans and AI agent team.
- 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 stakeholder
- 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.
What Do You Need to Succeed?
Must Haves
- 8–10+ years of experience in client delivery, consulting, or business transformation roles, scaled to level.
- Bachelor’s degree in business, Comp Sci, Finance, Technology or related field, or equivalent professional experience.
- 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, and how their combined performance should be measured.
- 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 while in a high-visibility client environment.
- Working knowledge of the full AIOS delivery journey (Discover, Design, Build, Embed, Expand), sufficient to guide a client through it in addition to 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
Nice to Have
- 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.
Additional Job Details
- Vacancy Status: Open position(s) to be filled
- Mode of Work: Hybrid
- Use of AI: Zafin may use Artificial Intelligence (AI) and/or other forms of automated technology to screen and/or assess applicants for this position. Zafin will not utilize AI for conducting interviews and/or making hiring decisions.
What’s in it for you
Joining our team means being part of a culture that values diversity, teamwork, and high-quality work. We offer competitive salaries, annual bonus potential, generous paid time off, paid volunteering days, wellness benefits, and robust opportunities for professional growth and career advancement. Want to learn more about what you can look forward to during your career with us? Visit our careers site and our openings: zafin.com/careers
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.
