SVP, Overall Lead for Agentic Governance and Resilience, Group Operations Capability Centre (GOCC), Group COO (WD88751)

Business Function Group Operations enables and empowers the bank with efficient, nimble and resilient processes through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group Operations, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels. Group Ops Capability Centre (GOCC) was formed to accelerate innovation via development and deployment of AI capabilities and COE setups, and at the same time to ensure resiliency and standardization. The function also holds the mandate to oversee digital transformation initiatives across the 3 Lines of Business Ops (LOBOs) and Operations COO functions. About the role This senior leadership role is responsible for shaping governance, resiliency and control frameworks for our customer facing agentic AI solutions, including digibot, joybot and our voicebots. The candidate will work closely with the bank’s data governance, ISS, and risk management teams to establish the key processes and risk management capabilities within GOCC to launch further agentic solutions for Group operations. Responsibilities • Governance Strategy & Framework Development: Define the governance and resiliency framework & operationalize for GOCC, ensuring alignment with the Bank’s data and AI governance standards. • Risk Management & Controls: Lead the development of risk-based controls and SOPs for complex, autonomous chat and voice agents. Ensure all agentic chatbots and product managers of our chat and voicebots adhere to the following standard operating procedures (SOPs) throughout the AI lifecycle • Resiliency Engineering: Design and implement operational guardrails, including incident protocols, fallback mechanisms, and real-time observability to ensure high availability and business continuity. • Cross-Functional Leadership: Partner with Data Management, ISS, and RMG to ensure that AI-fuelled initiatives meet regulatory and security standards. Act as the primary governance liaison for all agentic deployment and scaling efforts. • Team Leadership & Capability Building: Provide strategic direction and leadership on risk and resilience to multiple delivery teams, program managers, and product owners within GOCC and group operations. Foster a culture of excellence, collaboration, and continuous improvement. • Change Management & Adoption : Work closely with business and operational teams to ensure successful adoption of new risk and governance related processes Requirements • Bachelor's or Master's degree in Business Administration, Computer Science, Engineering, or a related field. • Minimum of 12-15 years of progressive experience in program and risk management, with at least 7-10 years in a leadership role managing large-scale digital transformation or compliance / governance related initiatives, particularly in automation, AI, or intelligent solutions within the retail banking sector. • Deep expertise in AI/ML governance, operational risk management, and digital transformation within a large-scale financial services environment. • Strong understanding of Generative and Agentic AI architectures, including observability, prompt security, and model validation. • Proven ability to interface and influence key business stakeholders at senior executive levels. • Exceptional strategic thinking, analytical, and problem-solving skills. • Strong leadership, communication, and negotiation skills, with a track record of driving cross-functional collaboration and managing diverse teams. Apply Now We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.