AVP, Digital Transformation Specialist (Operations COEs), Group Ops Capability Centre (GOCC), Group COO

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 aspire 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, while ensuring resiliency and standardisation. The function also holds the mandate to oversee digital transformation initiatives across the 3 Lines of Business Ops (LOBOs) and Operations COO functions.

Responsibilities

SOP Platform & Knowledge Foundation

• Own the end-to-end delivery roadmap for the centralized SOP Platform and Operations Skills ecosystem.
• Lead the transformation of Operations SOPs into reusable AI agent skills and workflows.
• Establish and manage a centralized SOP Platform integrating SOPs, system Knowledge Bases (KBs), and operational knowledge assets.
• Drive the creation of a single source of truth for operational knowledge across Group Operations.

Ontology & Knowledge Graph Development

• Design and develop ontology, taxonomy, metadata, and knowledge graph frameworks linking business processes, SOPs, controls, and system functionalities.
• Enable contextual knowledge discovery and reusable knowledge assets for both AI Agents and Operations users.
• Define knowledge standards and governance requirements to ensure consistency and scalability.

AI Enablement & Knowledge Management

• Drive AI readiness by establishing high-quality operational knowledge assets required for AI Agent deployment.
• Lead the conversion of SOPs into agent-consumable skills and support AI-powered workflow orchestration.
• Partner with Technology teams to integrate knowledge assets into AI platforms and solutions.

Stakeholder Management & Governance

• Engage stakeholders across Operations, Technology, Risk, Data, and Business functions to drive alignment and adoption.
• Establish governance, controls, risk management, and operating model requirements for the SOP Platform and AI knowledge ecosystem.
• Drive issue resolution, prioritization, change management, and platform adoption.

Continuous Improvement

• Identify opportunities to improve knowledge management, operational efficiency, and AI adoption across Group Operations.
• Monitor platform effectiveness, knowledge quality, and user adoption metrics.

Requirements

• Degree in Business, Information Systems, Computer Science, Knowledge Management, Engineering, or related discipline.
• Minimum 8 years of experience in Operations Transformation, Digital Transformation, Knowledge Management, Business Analysis, or Technology Delivery.
• Experience managing large-scale transformation initiatives involving Operations and Technology stakeholders.
• Strong understanding of SOP frameworks, process mapping, knowledge management, taxonomy, ontology, and metadata concepts.
• Familiarity with AI, GenAI, AI Agents, Knowledge Graphs, RAG architecture, or workflow automation platforms is advantageous.
• Strong stakeholder management, communication, and influencing skills.
• Self-driven with strong project management and problem-solving capabilities.

Apply Now

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

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