Head of AI-Driven Operations & Co-Pilot Bots

Prudential Assurance Company Singapore; Singapore; On-site; SGD 180,000 - 240,000; Full time

Job summary

Prudential Assurance Company Singapore seeks an experienced leader to build and govern an agentic AI workforce across Operations, embedding RPA with AI reasoning to drive efficiency, quality and better customer outcomes.

The role partners with SMEs to identify priority journeys, designs scalable bot solutions, and defines AI rules with human-in-the-loop oversight, while aligning with governance, ethics and regulatory expectations.

Qualifications

• Strong communication and influencing skills; stakeholder relations.
• Analytical, commercially-minded with problem-solving.
• Proactive, self-driven and able to work independently in fast-paced settings.
• High professionalism, discretion and attention to detail.
• Adaptable, growth-oriented with a passion for continuous improvement.

Responsibilities

• Design and scale an agentic AI operating model combining RPA with AI.
• Partner with SMEs to identify priority journeys for autonomous AI agents.
• Lead the design and rollout of co-pilot bots across Operations workflows.
• Advise on AI use cases and investment decisions at senior levels.
• Define and maintain the Operations AI rulebook and decision boundaries.
• Establish the AI quality assurance framework in line with governance and ethics.

Skills

Strong communicator

Analytical thinking

Proactive

Professionalism

Growth mindset

Education

Minimum Degree or Diploma

Job description

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

Job Profile Summary

This role in operations is responsible for building and governing an agentic AI workforce across Operations, combining automation (RPA) with AI reasoning and decision support to deliver step-change improvements in efficiency, quality, and customer outcomes. As AI adoption accelerates across the organization, this role ensures Operations’ use of AI is differentiated, governed, high-quality, and value-led rather than fragmented or tactical.

Job Description

Build an Agentic AI Workforce Across Operations

• Design and scale an agentic AI operating model combining RPA with AI to build bots that can be applied across the Operations value chain focusing on scalable tasks across Operations functions. Critical success factor is the ability to partners with SMEs to identify priority operational journeys where AI agents can autonomously execute, assist, or escalate decisions.
• Perform requirement data gathering in order to develop base functionality for the bots and partner with PACS technology team for development
  
  
  

Deploy Co-Pilot Bots for Operational Efficiency

• Lead the design and rollout of co-pilot bots to support Operations workflows
• Deploy co-pilot within Operations analytics to trigger intelligence and build forecasting model for workload planning and potential issues areas
  
  
  

Drive AI use cases development that can be plugged and played across platforms

• Act as the trusted AI advisor for AI use cases that can be scaled and support Operations transformation initiatives, providing guidance on where AI adds material value and advising senior leaders on investment and design decisions
  
  
  

Own the Operations view of AI Rules and Differentiation

• Define and maintain the Operations AI rulebook, including decision boundaries, human-in-the-loop requirements, and consistency of AI behaviour across journeys. Ensure Operations differentiates through decision quality and orchestration, not tool proliferation.
  
  
  

Define and Own the QA and Assurance Strategy for AI

• Establish the AI quality assurance framework for Operations, covering accuracy, stability, bias, drift monitoring, and escalation. Ensure alignment with Group AI governance, ethics principles, and regulatory expectations
  
  
  

Who We Are Looking For

Competencies & Personal Traits

• Strong communicator and influencer with the ability to build stakeholder relationships and drive organisational outcomes.
• Analytical, commercially astute and solution-oriented, with strong problem-solving capabilities.
• Proactive, resourceful and self-driven, able to work independently in a fast-paced and dynamic environment.
• High level of professionalism, discretion and attention to detail, with strong execution and follow-through.
• Adaptable and growth-oriented, with a passion for continuous improvement, innovation and change.
  
  
  

Education

• Minimum Degree or Diploma with relevant experience
  
  
  

Working Experience

• At least 6-10 years of background in AI, operations management, and experience in supporting and leading AI use cases and projects
  
  
  

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.