About the Bank:
We are a growing regional digital bank group and are revolutionizing financial banking services across Southeast Asia. Our mission is to unlock big dreams and drive financial inclusion throughout the region. As a regional digital bank, we have the right foundation—data, technology, and trust—because we are Built With Heart. We believe that real impact starts with real people. If you're ready to Own The Mission and help us shape the future of Digital banking, we invite you to join us.
Role Overview
As the Lead Product Manager for Operations, you will be at the fore-front of the group's mission to redefine digital banking. Working alongside our executives and Engineering talent, you will be re-architecting & building an intelligent & autonomous internal portal that leverages an ecosystem of AI agents, self-serve flows with humans in the loop for exception handling.
You will lead the transition from traditional case management portal to AI Agent-first experiences, by leveraging Large Language Models (LLMs), Agentic workflows, Hooks, MCP, CLI and automation to provide a 24/7 operations team
In this role, you aren't chasing likes or viral loops. You will be chasing efficiency and cost avoidance. You are the person who gets excited about a 12% reduction in database latency because it means our Operations Team can close the books 4 hours faster.
Responsibilities
- AI Agent Orchestration: Lead the development of internal-facing AI Agents capable of handling complex actions.
- The Copilot Workspace: Own the internal suite of tools that empower our human agents. Build AI-Copilots that provide real-time suggestions, automated case summarization, and intelligent routing to ensure high-emotion tasks are handled with precision.
- Agentic Workflows: Collaborate with the Operations Team and Core Banking teams to build action-oriented automation—allowing AI to resolve issues securely without human intervention.
- Continuous Learning Loops: Work with Data Science and AI Engineers to establish evaluation frameworks (LLM-as-a-judge, RAG optimization) to ensure our AI is accurate, compliant, and safe.
- Customer-First Automation: Balance aggressive operational efficiency goals with a relentless focus on CX. Ensure a seamless human-in-the-loop handoff when the AI detects risk or high-complexity needs.
- Stakeholder Management: Collaborate with engineering, design and other stakeholders to define, develop and maintain a prioritised product backlog, and execute on delivering delightful and impactful experiences for customers.
- Metrics of the Future: Define success beyond Average Handling Time. Measure impact through Automated Resolution Rate (ARR), OPEX per Customer, and Overall Time-to-Resolution (TTR)
Requirements
- Experience: 8-10+ years in Product Management, specifically within Fintech, SaaS, or high-growth Tech, and should be an independentoperator
- Detail Oriented & a Systems Thinker: You are naturally a person who goes into the details to ensure that all nooks and corners are fully thought through, and can anticipate where things might break, but is also able to see the Forest from the trees and define what is important.
- Operations Domain Fluency: Strong grasp of Banking Operations is preferred: KYC/AML, ACH/SWIFT/Real-time payments, and Core Banking Systems, or has built an internal Operations Platform
- AI Fluency: Proven experience or deep understanding of implementing Conversational AI, LLMs (GPT, Claude, Gemini), or Natural Language Processing (NLP) in a production environment.
- Technical Breadth: A degree in CS, IT, or a related field. You should be comfortable discussing API integrations, RAG (Retrieval-Augmented Generation) architectures, data architecture and data privacy.
- Vendor Ecosystem: Ability to evaluate and integrate 3rd party APIs (e.g., Onfido for KYC, Alloy for Risk, or various Payment Rails). You are responsible for the Buy vs. Build decisions for our internal stack
- Product Craft: Demonstrable success in launching products that moved the needle on retention or cost-to-serve. You know how to dream big (fully autonomous banking) but start small (validated MVPs).
- Project Management: While Strategy is what to build, ensuring that the initiative that you're leading gets delivered on time, without placing the organisation under significant risk is key to your success!
- Analytical Rigor: You don't just look at dashboards; you interrogate data to find why an automation path is failing and how to tune it.
- The Owner Mindset: You don't shy away from the hard stuff and you are focused on solving the problem rather than passing the bug around. You are comfortable navigating the regulatory complexities of a digital bank while maintaining the speed of a startup.
- Stakeholder Management: Product Management sits in between the cracks of various departments with different needs and wants. Knowing how to balance them, while achieving the end-goal of the group is a key skill to have.
- Good communication skills: Being able to convey your idea, and convincing and commanding the respect of your stakeholders & executives is key, and being able to respectfully say No and provide your rationale is important.
