Job Description

AI Agent Orchestration: Lead the development of internal-facing AI Agents capable of handling complex actions. The "Copilot" Workspace: Own the internal suite of tools that empower our human agents. Build AI-Copilots that provide real-time suggestions, automated case summarization, and intelligent routing to ensure high-emotion tasks are handled with precision. Agentic Workflows: Collaborate with the Operations Team and Core Banking teams to build "action-oriented" automation—allowing AI to resolve issues securely without human intervention. Continuous Learning Loops: Work with Data Science and AI Engineers to establish evaluation frameworks (LLM-as-a-judge, RAG optimization) to ensure our AI is accurate, compliant, and safe. Customer-First Automation: Balance aggressive operational efficiency goals with a relentless focus on CX. Ensure a seamless "human-in-the-loop" handoff when the AI detects risk or high-complexity needs. Stakeholder Management: Collaborate with engineering, design and other stakeholders to define, develop and maintain a prioritised product backlog, and execute on delivering delightful and impactful experiences for customers. Metrics of the Future: Define success beyond Average Handling Time. Measure impact through Automated Resolution Rate (ARR), OPEX per Customer, and Overall Time-to-Resolution (TTR)

Job Requirements