SVP/VP, Overall Lead for CBG Digibot Agentic AI Transformation, Group Operations 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 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

This senior leadership role is responsible for defining, planning, and overseeing the strategic roadmap and execution of the entire Digibot program, with a strong emphasis on driving innovation and efficiency within retail banking. This role will drive the evolution of agentic capabilities, including advanced Digibots and Voicebots, ensuring alignment with Group Operations' strategic objectives and maximizing value delivery for our retail banking customers and operations. 

Responsibilities

• Strategic Roadmap & Vision: Define and articulate the overall strategic vision and roadmap for the Digibot book of work, particularly for its application and impact on retail banking services scross our key markets SG, HK, TW, IN and ID. Drive innovation in agentic capabilities for digibot and Voicebots, and delivers significant operational efficiency and enhanced customer experience for consumer banking clients.
• Portfolio Governance & Prioritization: Establish and enforce robust portfolio governance frameworks, including robust intake processes, prioritization mechanisms, and resource allocation strategies. Ensure optimal utilization of resources across the entire digibot portfolio to maximize business value for retail banking initiatives.
• Stakeholder Engagement & Business Alignment: Act as the primary strategic interface with key business stakeholders across various functions (e.g., Business, Customer Service, Operations, Risk). Proactively engage to understand their needs, pain points, and strategic objectives and translating these into concrete Digibot initiatives and capabilities.
• Investment & Budget Management: Manage the overall budget for the Digibot book of work, including strategic investment planning, financial forecasting, and reporting.
• Risk Management & Performance Oversight: Oversee the identification, assessment, and mitigation of strategic, operational, and technical risks across the entire Digibot portfolio. Monitor key performance indicators (KPIs) and OKRs, providing regular reporting on portfolio health, progress, and value realization to senior management, with specific metrics related to the performance of Digibots and Voicebots in retail banking.
• Team Leadership & Capability Building: Provide strategic direction and leadership to multiple delivery teams, program managers, and product owners within the Digibot domain. Foster a culture of excellence, collaboration, and continuous improvement. 
• Partnership Management: Engage in understanding of new technologies and vendor solutions to augment Digibot capabilities and accelerate innovation.
• Change Management & Adoption: Work closely with business and operational teams to ensure successful adoption of new Digibot capabilities, developing communication strategies, training programs, and support structures to maximize their impact on customer experience and operational workflows.

Requirements

• Bachelor's or Master's degree in Business Administration, Computer Science, Engineering, or a related field.
• Minimum of 12-15 years of progressive experience in program and portfolio management, with at least 7-10 years in a leadership role managing large-scale digital transformation initiatives, particularly in automation, AI, or intelligent solutions within the retail banking sector.
• Extensive experience in defining and executing strategic roadmaps for complex technology portfolios, with a proven track record in deploying and scaling Digibot and Voicebot solutions in a financial services context.
• Proven ability to interface and influence key business stakeholders at senior executive levels.
• Deep understanding of conversational AI and emerging agentic capabilities, with specific expertise in designing and implementing retail banking customer service and operations transformation strategies.
• Exceptional strategic thinking, analytical, and problem-solving skills.
• Strong leadership, communication, and negotiation skills, with a track record of driving cross-functional collaboration and managing diverse teams.
• Demonstrated experience in managing significant budgets (>$10M) and delivering measurable business value from technology investments in the retail banking domain.

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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