AVP, Digital Transformation (Conversational AI) Specialist, Group Ops Capability Centre (GOCC), Group COO

DBS Bank; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

DBS Bank is seeking an Operations professional to drive GenAI and agentic AI integration for customer-facing Chatbot and Voicebot initiatives across the region, including SG, HK, IN, and TW. The role covers integration on new channels like WhatsApp and a regional rollout of foundational GenAI items.

You will manage adoption efforts, data analysis, and cross-team collaboration to deliver scalable AI journeys.

Qualifications

• Minimum 5 years of experience in project management and delivery/change management.
• Bachelors degree in Project Management, Business, or related field.
• Strong foundational understanding of Product Owner Fundamentals, Agile, SDLC; familiarity with LLMs.
• Customer-oriented mindset and experience with customer-facing applications is a bonus.
• Excellent communication and presentation skills.
• Excellent analytical mindset and problem-solving skills.
• Strong sense of product & project ownership.
• Flexible to support releases during off-peak hours.

Responsibilities

• Lead integration of GenAI features and journeys on customer-facing Chatbot & Voicebot regionally
• Manage Chatbot & Voicebot book of work and resource planning
• Support adoption and marketing initiatives for uptake of GenAI capabilities
• Gather and analyse customer and chat session data to monitor and evaluate GenAI performance
• Collaborate with business partners to refine requirements and co-create agentic solutions
• Oversee smooth integration, end-to-end testing, and adherence to delivery timelines
• Ensure adherence to change management protocols and GenAI governance for software deployment

Skills

Project management

Change management

Agile

Product Owner fundamentals

Software Development Lifecycle

LLMs familiarity

Education

Bachelors degree in Project Management, Business, or related field

Job description

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

To drive the integration and enhancement of Generative AI (GenAI) and agentic AI in new agentic journeys and innovation for IBG Joybot and Voicebot in one of the key markets such as SG, HK, IN, TW To drive integration of Joybot on new channels like Whatsapp, and also regional rollout of foundational items like Click-to-call, IDEAL 9 Integration To support additional business C-work for agentic services and programme-level projects (Integration to Agent T, Nudging capabilities etc.) To support adoption initiatives and marketing campaigns for GenAI Joybot

Responsibilities

• Lead integration of Generative AI (GenAI) features and journeys on customer-facing Chatbot & Voicebot regionally
• Manage Chatbot & Voicebot book of work and resource planning
• Support adoption and marketing initiatives for uptake of GenAI capabilities
• Gather and analyse customer and chat session data to monitor and evaluate the performance of GenAI solutions
• Collaborate with business partners to refine requirements and co-create agentic solutions aligned with customers' and business needs
• Oversee smooth integration, comprehensive end-to-end testing, and adherence to delivery timelines of features
• Ensure adherence to existing change management protocols and GenAI governance for software and GenAI deployment

Requirements

• Minimum 5 years' experience in project management and delivery / change management
• Bachelor's degree in Project Management, Business, or any related field
• Strong foundational understanding of Product Owner Fundamentals, Agile, Software Development Lifecycle, familiarity with large language models (LLMs) and their applications
• Customer-oriented mindset and experience in managing customer-facing applications is a bonus
• Excellent communication and presentation skills
• Excellent analytical mindset and problem-solving skills
• Strong sense of product & project ownership
• Strong ability to work flexibly in a dynamic, team-oriented environment
• Support after office hours and on weekends/PH can be expected to support releases during off-peak hours

Location & Details

Location: DBS Asia Hub

Job: Operations

Schedule: Regular

Employee Status: Full time

We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognizes your achievements.

DBS is more than a bank — we're shaping the future of finance and communities. With innovation at our core and impact in our DNA, we go beyond banking to build careers, relationships, and a better world. DBS is a leading financial services group in Asia with a presence in 19 markets. Headquartered and listed in Singapore, DBS is in the three key Asian axes of growth: Greater China, Southeast Asia and South Asia. Recognised for its global leadership, DBS has been named “World’s Best Bank” by Global Finance, “World’s Best Bank” by Euromoney and “Global Bank of the Year” by The Banker. The bank is at the forefront of leveraging digital technology to shape the future of banking, having been named “World’s Best Digital Bank” by Euromoney and the world’s “Most Innovative in Digital Banking” by The Banker. In addition, DBS has been accorded the “Safest Bank in Asia” award by Global Finance for 15 consecutive years from 2009 to 2023. DBS provides a full range of services in consumer, SME and corporate banking. As a bank born and bred in Asia, DBS understands the intricacies of doing business in the region’s most dynamic markets and is committed to building lasting relationships with customers. With its extensive network of operations in Asia and emphasis on engaging and empowering its staff, DBS presents exciting career opportunities.