Lead, Operations AI Enablement

About the role

This operations role builds and governs an agentic AI workforce across Operations, combining automation (RPA) with AI reasoning and decision support to improve efficiency, quality and customer outcomes. It makes sure Operations' use of AI is differentiated, governed, high-quality and value-led rather than fragmented or tactical.

Key responsibilities

• Design and scale an agentic AI operating model combining RPA with AI, building bots for scalable tasks across Operations functions, working with SMEs to find priority operational journeys where AI agents can act autonomously, assist or escalate decisions.
• Gather requirement data to build base functionality for the bots and partner with the PACS technology team on development.
• Lead the design and rollout of co-pilot bots for Operations workflows, and deploy co-pilot within Operations analytics to trigger intelligence and build a workload planning and issue forecasting model.
• Develop plug-and-play AI use cases and act as the trusted AI advisor, guiding senior leaders on investment and design decisions.
• Own the Operations AI rulebook, including decision boundaries, human-in-the-loop requirements and consistent AI behaviour across journeys.
• Establish the AI quality assurance strategy, covering accuracy, stability, bias and drift monitoring, aligned with Group AI governance, ethics principles and regulatory expectations.

Required profile

• Minimum degree or diploma with relevant experience.
• At least 6-10 years of background in AI, operations management and experience supporting and leading AI use cases and projects.
• Strong communicator and influencer, analytical and commercially astute, proactive and self-driven, adaptable and growth-oriented.