Client Onboarding & Service AI Strategy VP

Are you ready to lead transformative AI initiatives that shape the future of client onboarding and service? Join us to drive innovation, scale impactful solutions, and influence the strategic direction of a global financial leader. This is your opportunity to work at the forefront of AI adoption, collaborating with senior leaders and high-performing teams to deliver measurable results. Together, we’ll set new standards for operational excellence and client experience. Make your mark in a role where your leadership and vision will have firmwide impact.

Job Summary

As an AI Strategy VP in the Client Onboarding and Service team, you will drive the end-to-end delivery of AI-enabled solutions that transform client onboarding, servicing, and contact center operations. You will partner with cross-functional teams to prioritize, implement, and scale AI solutions, ensuring alignment with business goals and measurable outcomes. We value collaboration, transparency, and a culture of continuous improvement—your leadership will help us achieve our ambitious goals and set new benchmarks for success.

Job Responsibilities

• Lead the intake, evaluation, prioritization, and scaling of AI use cases across client onboarding, servicing, and contact center functions
• Manage the AI portfolio operating model, including documentation, implementation, change management, and ongoing planning
• Define and track key performance indicators (KPIs) and objectives and key results (OKRs) for program performance and outcomes
• Produce and deliver executive-ready reporting on portfolio performance, outcomes, and key accomplishments
• Build, lead, and mentor a high-performing team of program managers, ensuring the team has the skills, tools, and capacity to meet objectives
• Drive a culture of continuous improvement through best practice sharing and lessons learned
• Partner with cross-functional teams to align priorities, manage dependencies, and communicate risks and issues to leadership
• Advise and influence senior leaders on portfolio priorities, capability investments, and major change initiatives
• Build trusted relationships with key stakeholders to drive alignment, decision-making, and adoption of AI solutions
• Remove blockers, manage escalations, and ensure timely delivery of program objectives
• Design structured prompt patterns and interaction flows for agent assist, case triage, classification, summarization, and document processing
• Specify retrieval and grounding approaches, define expected AI behaviors, and establish escalation criteria
• Write user stories that define inputs, outputs, edge cases, and acceptance criteria grounded in operational reality
• Create evaluation rubrics covering quality, factuality, helpfulness, safety, tone, and compliance
• Build and maintain curated test sets with clear error taxonomies and severity definitions
• Define offline evaluation standards and support online experiments (A/B tests, champion challenger)
• Design Human-in-the-Loop workflows, reviewer guidelines, calibration routines, and QA sampling methods
• Ensure auditability through decision logs, rationale summaries, and traceable inputs/outputs
• Partner with Data and Technology teams to instrument dashboards linking AI features to business KPIs and risk indicators
• Define release gates, monitor for drift and regressions, and own incident playbooks for quality or safety issues
• Co-create training materials, playbooks, and quick reference guides for front-line teams
• Run pilots and structured feedback loops with Operations and Contact Center leaders
• Communicate impact clearly and support changes to roles, capacity, metrics, and controls
• Apply privacy, appropriate use, and data handling standards throughout solution design
• Design for explainability, transparency, and audit readiness
• Partner with Risk, Compliance, and Model Governance to meet model risk controls and documentation requirements

Required Qualifications, Capabilities, and Skills

• Bachelor’s degree required
• 15 years of industry experience in program management and change management within a large-scale organization, focusing on transformation initiatives (for Singapore: must have 15 years’ experience)
• 7 years of experience in product ownership, business analysis, service design, consulting, or operations within financial services or a regulated environment (for Singapore: must have 7 years’ experience)
• Strong understanding of AI and machine learning algorithms, frameworks, and applications
• High proficiency with Microsoft PowerPoint for executive-level documents and Excel for program analytics
• Experience with Microsoft SharePoint and data visualization tools such as Alteryx or Tableau
• Strategic thinking and problem-solving abilities, with proven experience applying analytical tools to develop solutions
• Ability to work independently, manage multiple priorities, and deliver results in a fast-paced environment
• Strong organizational and project management skills with attention to detail
• Excellent interpersonal skills and ability to build effective partnerships with all levels of management across diverse functions and locations
• Strong leadership and team-building skills
• Excellent oral and written executive-level communication and presentation skills
• Proven ability to translate business problems into clear, measurable requirements and acceptance criteria
• Hands-on experience designing prompts, defining evaluation criteria, and operating human-in-the-loop review in pilot or production AI use cases
• Familiarity with common AI capability patterns (retrieval grounded assistants, summarization, classification, document extraction)
• Command of onboarding and service metrics and levers: cycle time, exceptions, containment, FCR, AHT, ASA, abandon, QA, CSAT/NPS
• Experience interpreting offline evaluation results and online experiment outcomes to drive decisions
• Excellent stakeholder management across Operations, Contact Center, Product, Data, Technology, Risk, and Compliance

Preferred Qualifications, Capabilities, and Skills

• Master’s degree in business administration (MBA)
• Prior experience in AI/ML technology delivery
• Experience leading large-scale transformation initiatives in financial services or related industries
• Demonstrated ability to influence senior stakeholders and drive major change initiatives
• Experience in building and mentoring high-performing teams
• Familiarity with governance, design standards, and performance measurement for AI programs
• Professional qualifications from reputable training institutes or professional bodies (for Hong Kong: due recognition should be given)
• Experience building gold sets, error taxonomies, reviewer playbooks, and calibration frameworks
• Working knowledge of retrieval, grounding, and prompt safety patterns; awareness of common failure modes and mitigations
• Familiarity with BI tools and KPI dashboards; ability to interpret analytics or basic SQL outputs
• Background in service blueprinting, Lean/continuous improvement, or change management
• Understanding of model risk management and responsible AI practices in regulated environments

Officer Title and Job Grade will be determined at time of offer and may differ from this posting.