About the Role
We are seeking a Senior Operations Manager: AI Automation to lead the integration of AI and automation across Operations, specifically within Customer Support and Financial Crime (FinCrime). You will be responsible for establishing the automation roadmap, determining what tasks should be automated, and managing the implementation of these automations in collaboration with various teams. Your focus will be on optimizing processes where AI can excel, ensuring predictable outcomes through fixed rules, and maintaining human oversight for decisions requiring judgement. This role involves close cooperation with operational managers, control owners, Product, and Engineering teams, as well as leading a small team of one to two people.
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Key Responsibilities
- Own the automation roadmap and drive an increase in the share of automated tasks across Operations.
- Identify automation opportunities by analyzing inefficiencies such as time loss, errors, or repetitive work. Prioritize these opportunities based on clear baselines and measurable value.
- Redesign processes collaboratively with their users and control owners. Determine areas where AI offers value, where fixed rules are more suitable, and where human intervention is required.
- Build prototypes and functioning automations, collaborating with Product and Engineering teams for integration and production support.
- Conduct testing in real-world conditions (e.g., incomplete inputs, unexpected outputs, failed dependencies). Establish agreement on data, permissions, and controls prior to launch, incorporating human reviews and manual fallback options.
- Lead the rollout of automations in collaboration with operational managers and assist colleagues in adapting to new systems.
- Monitor quality, usage, and benefits against baseline metrics, including review and support costs. Address failures, and ensure documentation of ownership, monitoring, and recovery processes post-launch.
Requirements
- 5+ years of experience in operations, process excellence, automation, or a related field.
- Proven hands-on experience in developing and implementing AI and automation solutions in live operations, demonstrating measurable results.
- Strong ability to assess opportunities and translate them into a prioritized roadmap.
- Experience in redesigning processes with operational teams and control owners, particularly in a regulated or control-heavy environment.
- Familiarity with testing AI workflows, designing human review processes, and managing exception handling.
- Collaborative experience with Product and Engineering teams, and experience in managing direct reports.
Nice to Have
- Background in financial services, fintech, brokerage, or payments.
- Experience with automation in Customer Support, Know Your Customer (KYC), or Financial Crime/Anti-Money Laundering (FinCrime/AML) sectors.
- Practical knowledge of using LLM APIs, workflow tools such as n8n, and programming languages such as Python or SQL.
