AVP, Digital Transformation (Conversational AI) Specialist, Group Ops Capability Centre (GOCC), Group COO (WD88219)

Business Function

Group Operations enables and empowers the bank with efficient, nimble and resilient processes through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group Operations, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Group Ops Capability Centre (GOCC) was formed to accelerate innovation via development and deployment of AI capabilities and COE setups, and at the same time to ensure resiliency and standardization. The function also holds the mandate to oversee digital transformation initiatives across the 3 Lines of Business Ops (LOBOs) and Operations COO functions.

About the role

• To drive the integration and enhancement of Generative AI (GenAI) and agentic AI in new agentic journeys and innovation for IBG Joybot and Voicebot in one of the key markets such as SG, HK, IN, TW

• To drive integration of Joybot on new channels like Whatsapp, and also regional rollout of foundational items like Click-to-call, IDEAL 9 Integration

• To support additional business C-work for agentic services and programme-level projects (Integration to Agent T, Nudging capabilities etc.)

• To support adoption initiatives and marketing campaigns for GenAI Joybot

Responsibilities

• Lead integration of Generative AI (GenAI) features and journeys on customer-facing Chatbot & Voicebot regionally

• Manage Chatbot & Voicebot book of work and resource planning

• Support adoption and marketing initiatives for uptake of GenAI capabilities

• Gather and analyse customer and chat session data to monitor and evaluate the performance of GenAI solutions

• Collaborate with business partners to refine requirements and co-create agentic solutions aligned with customers' and business needs

• Oversee smooth integration, comprehensive end-to-end testing, and adherence to delivery timelines of features

• Ensure adherence to existing change management protocols and GenAI governance for software and GenAI deployment

Requirements

• Minimum 5 years' experience in project management and delivery / change management

• Bachelor's degree in Project Management, Business, or any related field

• Strong foundational understanding of Product Owner Fundamentals, Agile, Software Development Lifecycle, familiarity with large language models (LLMs) and their applications

• Customer-oriented mindset and experience in managing customer-facing applications is a bonus

• Excellent communication and presentation skills

• Excellent analytical mindset and problem-solving skills

• Strong sense of product & project ownership

• Strong ability to work flexibly in a dynamic, team-oriented environment

• Support after office hours and on weekends/PH can be expected to support releases during off-peak hours

Apply Now

We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognizes your achievements.