AVP, Digital Transformation Specialist, Group Operations Capability Centre (GOCC), Group COO (WD87592)

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 CBG digibot in one of the key markets such as HK, TW, IN

• To drive integration of digibot on new channels like Whatsapp, and also regional rollout of foundational items like CSAT, Click-to-call, Live Chat.

• To support additional business C-work for agentic services and programme-level projects (CASA offload, Tech Debt items etc)

• To support adoption initiatives and marketing campaigns for GenAI / agentic Digibot

Responsibilities

• Implementation: Spearheading the design, development, and deployment of GenAI Chatbot and Voicebot solutions, GCs, and foundational items.

• Feature Enhancement: Collaborate with development teams to identify and implement GenAI and GC enhancements.

• Data & Performance Monitoring: Gathering data in monitoring and evaluating the performance of GenAI applications and GCs.

• Documentation: Upkeeping documentation and user guides for GenAI solutions and GCs.

• Marketing & Adoption: Collaborate with business stakeholders and marketing team on activation roadmap and fulfilment of creative assets to build engagement and commercialisation for GenAI Chatbot and Voicebot solutions.

Requirements

• Proven track record in successful E2E delivery of Artificial Intelligence projects and Change Management.

• Strong foundational understanding of Artificial Intelligence and Machine Learning concepts.

• Familiarity with large language models (LLMs) and their applications.

• Excellent analytical and problem-solving skills.

• Ability to work effectively in a team-oriented environment.

• Strong communication and presentation skills.

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.