AI Strategy VP, Client Onboarding and Service

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

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
• Excellent oral and written executive-level communication and presentation skills

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)