AVP Customer Service Ops
Job Summary
We are seeking a motivated professional to join the Corporate Banking Operation’s Regional Customer Service Experience & Platform Governance Office. This role supports customer service transformation and drives disciplined delivery across the region by partnering with Business, Operations, and Technology teams. You will contribute to service excellence pillars and provide governance oversight for Generative & Agentic AI and Testing Automation programs.
Responsibilities
- Drive regional customer service and journey improvements
- Oversee service performance governance and metrics
- Manage Generative & Agentic AI initiative governance
- Provide oversight for Testing Automation strategic programs
Required Skills
- 5-7 years experience in banking or operations
- Proficiency in project/change delivery and requirements gathering
- Knowledge of customer journey improvement
- Strong stakeholder communication and collaboration
- Expertise in MS Office suite
Job Details
Key Responsibilities:
A) Regional Customer Service Experience (RCSE) – Drive End‑to‑End Regional Customer Service & Journey Improvements
- 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.
B) Generative & Agentic AI Program & Centre of Excellence for Testing Automation - Support Governance and Delivery Discipline
- Enable day‑to‑day governance of Generative & Agentic AI initiatives, including milestone tracking, delivery discipline, and management of interdependencies through structured cadence forums.
- Contribute to AI value realisation tracking, including governance of transitions from pilot to full-scale adoption.
- Partner with the Bank’s central capabilities team on adoption of enterprise AI frameworks and tools.
- Provide governance oversight for Testing Automation and other strategic initiatives.
Requirements & Experience:
- 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.
- Ability to manage multiple priorities and collaborate across functions and locations.