Senior Associate/Associate, Digital Transformation (IVR) Specialist, Group Operations Capabilit[...]

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.

We are looking to strengthen our capabilities in voice and Customer Service Hub as part of our operating model transformation towards digital and AI-led customer engagement. This role will drive the design, del...