Director AI Operations Strategy

You will lead the AI strategy and intelligent operations agenda for Global Business Services. You will identify high-value operational opportunities, translate them into scalable AI use cases, and drive adoption, value realization, and measurable operational impact. You will partner with Product and Engineering to shape solution design, roadmaps, governance, feedback loops, and performance frameworks for conversational AI, automation, and AI-assisted workflows.

Responsibilities

• Define and execute the AI Operations Strategy for Global Business Services.
• Develop the AI capability roadmap, including governance, operating model, adoption strategy, success metrics, and capability development.
• Translate operational priorities into AI capabilities and influence solution design and product roadmaps.
• Establish a closed-loop AI Operations framework using operational insights, customer interactions, knowledge optimization, annotation quality, and structured feedback.
• Drive improvements in automation coverage, cost-to-serve, operational efficiency, workforce productivity, customer experience, and business value.
• Represent Global Business Services priorities and customer insights in enterprise AI planning and investment decisions.
• Establish governance for AI adoption, including prioritization, value realization, risk management, and success measurement.

Requirements

• 8+ years of experience spanning conversational AI, NLP, LLM systems, and operations in fintech, crypto, trading, or high-scale digital platforms.
• 4+ years in senior leadership roles managing technical or AI-adjacent teams.
• Working knowledge of LLMs, conversational AI, prompt engineering, retrieval-augmented generation, AI evaluation frameworks, APIs, and solution design.
• Experience leading AI adoption or digital transformation initiatives in Operations, Customer Experience, or Shared Services.
• Experience delivering measurable improvements in customer experience, operational efficiency, automation, and business performance.
• Cross-functional collaboration and stakeholder influence skills.
• Analytical, problem-solving, and English communication skills.

Benefits

• Meal allowance
• Unlimited transport allowance, subject to terms and conditions
• Monthly team building
• RM 3,500 annual training and wellness benefits
• Convenient workplace near MRT TRX
• Insurance coverage for employees and dependants
• Employee engagement, recognition and appreciation program