Lead, Operations AI Enablement

Job Profile Summary

This role in operations is responsible for building and governing an agentic AI workforce across Operations, combining automation (RPA) with AI reasoning and decision support to deliver step-change improvements in efficiency, quality, and customer outcomes. As AI adoption accelerates across the organization, this role ensures Operations’ use of AI is differentiated, governed, high-quality, and value-led rather than fragmented or tactical.

Job Description

Build an Agentic AI Workforce Across Operations

• Design and scale an agentic AI operating model combining RPA with AI to build bots that can be applied across the Operations value chain focusing on scalable tasks across Operations functions. Critical success factor is the ability to partners with SMEs to identify priority operational journeys where AI agents can autonomously execute, assist, or escalate decisions.
• Perform requirement data gathering in order to develop base functionality for the bots and partner with PACS technology team for development

Deploy Co-Pilot Bots for Operational Efficiency

• Lead the design and rollout of co-pilot bots to support Operations workflows
• Deploy co-pilot within Operations analytics to trigger intelligence and build forecasting model for workload planning and potential issues areas

Drive AI use cases development that can be plugged and played across platforms

• Act as the trusted AI advisor for AI use cases that can be scaled and support Operations transformation initiatives, providing guidance on where AI adds material value and advising senior leaders on investment and design decisions

Own the Operations view of AI Rules and Differentiation

• Define and maintain the Operations AI rulebook, including decision boundaries, human-in-the-loop requirements, and consistency of AI behaviour across journeys. Ensure Operations differentiates through decision quality and orchestration, not tool proliferation.

Define and Own the QA and Assurance Strategy for AI

• Establish the AI quality assurance framework for Operations, covering accuracy, stability, bias, drift monitoring, and escalation. Ensure alignment with Group AI governance, ethics principles, and regulatory expectations

Who we are looking for

Competencies & Personal Traits

• Strong communicator and influencer with the ability to build stakeholder relationships and drive organisational outcomes.
• Analytical, commercially astute and solution-oriented, with strong problem-solving capabilities.
• Proactive, resourceful and self-driven, able to work independently in a fast-paced and dynamic environment.
• High level of professionalism, discretion and attention to detail, with strong execution and follow-through.
• Adaptable and growth-oriented, with a passion for continuous improvement, innovation and change.

Education

• Minimum Degree or Diploma with relevant experience

Working Experience

• At least 6-10 years of background in AI, operations management, and experience in supporting and leading AI use cases and projects