Are you passionate about Agentic AI and operational transformation? As the Agentic AI Operations Lead, you will drive the development and management of agentic AI solutions, enabling intelligent automation across Client360. You will help shape the future of Client360, enhance client engagement, and accelerate business-wide growth and transformation.
Within Data, Digital and AI, as the C360 Agentic AI Operations Lead you will be responsible for the product development and technology build of the Agentic AI workbench and integrated control environment. On establishing this platform, you will work hand-in-hand with the platform and data operations teams to pivot their day-to-day activities into agent led workflows.
Job Responsibilities
- Partners with architecture and engineering to establish the future state architecture of the Agentic AI workbench, leveraging market leading agent orchestration, evaluation and connectivity protocols to keep C360 on the cutting edge of agent-led operations.
- Manages the delivery, optimization, and integration of agentic AI operations for Client360, ensuring alignment with CIB-wide goals and organizational objectives.
- Participates in the planning, execution, and risk management of AI operations programs, including frameworks for AI deployment, monitoring, and operational efficiency.
- Supports agentic AI initiatives, from ideation and development to implementation and continuous improvement, adapting to evolving business needs and managing risks.
- Coaches and mentors junior team members on best practices in AI operations management, business analysis, stakeholder engagement, and change management, enabling effective delivery of objectives.
- Collaborates with engineering, operations, and business teams to maintain and enhance agentic AI platforms, ensuring scalability, reliability, and user-centricity.
- Helps define the user experience for Client360 agentic AI operations, focusing on process optimization, data-driven insights, and stakeholder satisfaction.
- Supports foundational business processes that enable Client360 through AI-driven solutions.
- Assists in establishing and monitoring key performance indicators, ensuring agentic AI operations deliver measurable business value and support long-term strategic goals.
- Leverages analytics and AI tools to help derive actionable insights from integrated data and third-party sources, supporting comprehensive client profiles and improved decision-making.
- Understands the needs of internal teams and anticipates future requirements, collaborating with stakeholders across Markets, Payments, Global Banking, and the Private Bank to drive consistency and adoption of agentic AI solutions.
- Utilizes agentic AI operations to deliver personalized client experiences, streamline operations, and enhance decision-making, while supporting regulatory compliance and risk management.
Required qualifications, capabilities, and skills
- 5+ years of experience or equivalent expertise delivering AI operations, business initiatives, or transformation programs.
- Strong knowledge of agentic AI systems, service delivery, business process improvement, strategic planning, and data analytics.
- Demonstrated ability to support adoption of key AI operations lifecycle activities including discovery, ideation, development, requirements definition, and value management.
- Experience supporting change within organizations and managing stakeholders across multiple functions.
- Track record of contributing to large-scale AI integration and analytics projects.
- Good understanding of AI integration techniques, data governance, regulatory compliance, and operational risk management.
- Customer-centric mindset with the ability to prioritize and deliver what clients and stakeholders need.
- Experience in working with cross-functional teams and managing stakeholders to drive AI innovation.
- Excellent problem-solving skills and strategic thinking about agentic AI operations and their impact on organizational objectives.
- Strong communication and interpersonal skills, with the ability to articulate and present complex AI concepts and insights to both technical and non-technical audiences.
- Experience with emerging technologies and best practices in AI operations, business analytics, and CRM.
Preferred qualifications, capabilities, and skills
- Experience working in a highly matrixed, complex organization.
- Experience in AI operations management, business process management, CRM systems, or related fields within a financial institution.
- Bachelor’s degree in Business, Data Science, Computer Science, or a related field; advanced degree preferred.
- Experience in ensuring customers and stakeholders are engaged and positive about the AI solutions delivered.