About the Role
We are seeking a Senior Operations Manager: AI Automation to lead the implementation of AI and automation within Operations, particularly focusing on Customer Support and FinCrime. You will take ownership of the automation roadmap, making strategic decisions on what processes to automate, and prioritizing these opportunities based on value and impact. This role involves a close collaboration with operational managers, control owners, Product and Engineering teams, and requires you to build and lead a small team of one to two people.
Ready to apply for roles like this?
Unlock the company name and direct application link. Subscribers get instant access to fresh jobs across Dubai, Abu Dhabi and Riyadh, many with visa support.
Unlock employer & apply directly
Responsibilities
- Own the automation roadmap and increase the share of automated tasks across Operations.
- Identify opportunities by analyzing inefficiencies, errors, and repetitive work; prioritize initiatives with a clear baseline and measurable value.
- Redesign processes in conjunction with users and control owners, determining where AI adds value, where fixed rules are more appropriate, and where human decision-making is essential.
- Build prototypes and implement automations, collaborating with Product and Engineering for integrations and ongoing support.
- Test automations against real-world scenarios, including handling incomplete inputs and unexpected outputs, ensuring pre-launch agreements on data, permissions, and controls are in place. Human reviews and manual fallbacks must be established before launch.
- Lead the rollout of automation initiatives with operational managers, providing support to colleagues during the adoption phase.
- Monitor quality, usage, and benefits relative to baseline metrics, including post-launch review and support costs, rectifying failures, and documenting monitoring and recovery processes.
Requirements
- Minimum 5 years of experience in operations, process excellence, automation, or a related field.
- Proven hands-on experience in building and launching AI and automation in live operations, demonstrating measurable results.
- Ability to size opportunities and translate them into a prioritized roadmap.
- Experience in redesigning processes with operational teams and control owners, particularly in regulated or control-heavy environments.
- Familiarity with testing AI workflows and designing human review and exception handling protocols.
- Collaboration experience with Product and Engineering teams and managing direct reports.
Nice to Have
- Background in financial services, fintech, brokerage, or payments.
- Experience with automation in Customer Support, KYC, or FinCrime/AML.
- Hands-on familiarity with LLM APIs, workflow tools such as n8n, and programming languages like Python or SQL.
