About the role
The role supports customer service transformation and disciplined delivery across the region, partnering with Business, Operations, and Technology teams to improve customer service journeys and provide governance for Generative AI and Testing Automation programs.
BankingOnsite
Key Responsibilities
- Provide governance oversight for Operations-owned servicing channels, covering end-to-end customer journeys, processes, and complaints management.
- Partner stakeholders on service performance governance, including service targets and monitoring of key metrics.
- Participate in end-to-end service model design and delivery for new business demands and service excellence initiatives.
- Facilitate structured discussions to translate business needs into clear requirements, outcomes, and actions.
- Track delivery milestones, risks, and dependencies to ensure adherence to governance and regulatory standards.
- Enable day-to-day governance of Generative & Agentic AI initiatives, including milestone tracking, delivery discipline, and management of interdependencies through structured cadence forums.
Requirements
- Bachelor's degree from an accredited institution (Business, Project Management, or related fields preferred).
- 5–7 years of relevant experience, preferably in banking, operations, customer service, business/data analytics, or project/change delivery.
- Exposure to customer servicing or customer journey improvement initiatives.
- Working knowledge of project or change delivery (requirements gathering, action tracking, dependency management).
- Strong stakeholder communication and collaboration skills.
- Proficient in Microsoft Office suite of applications.