AVP, Digital Transformation (Conversational AI) Specialist, Group Ops Capability Centre (GOCC), Group COO (WD88219)

DBS BANK LTD.; Singapore; On-site; SGD 120,000 - 190,000; Full time

Benefits offered by this job

Competitive salary and benefits

Dynamic environment

Development opportunities

Job summary

DBS Bank Ltd. in Singapore is seeking a seasoned Project Manager to drive the integration of Generative AI features into customer-facing Chatbot and Voicebot experiences across SG, HK, IN, and TW.

The role focuses on delivering integrated journeys and expanding channels such as WhatsApp, with governance and change-management discipline. You will lead the GenAI feature delivery, manage resource planning for Chatbot/Voicebot work, and partner with business teams to refine requirements.

Qualifications

• Minimum 5 years of project management and delivery/change management experience.
• Bachelor's degree in Project Management, Business, or related field.
• Strong understanding of Product Owner fundamentals and Agile.
• Experience with customer-facing applications is a bonus.
• Excellent communication and analytical skills.
• Ability to work flexibly in a dynamic, team-oriented environment.

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 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 and governance for GenAI deployment.

Skills

Project management

Agile methodologies

Stakeholder management

Product ownership fundamentals

Analytical thinking

Education

Bachelor's 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 featuresEnsure 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

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