About Hytech
Hytech is a leading management consulting firm headquartered in Australia and Singapore, specialising in digital transformation for fintech and financial services organisations. We deliver end-to-end consulting services and provide robust middle- and back-office solutions that enable our clients to optimise operations, enhance efficiency, and stay ahead in a fast-evolving digital landscape.
With more than 2,000 professionals worldwide, Hytech has a strong and growing international presence, with offices across Australia, Singapore, Malaysia, Taiwan, the Philippines, Thailand, Morocco, Cyprus, Dubai, and beyond.
Role Overview
We are hiring a senior AI Strategist to support the transformation of Operations and Customer Service functions, including Client Support, KYC/Onboarding, Payments, Risk Operations, and Back Office processes.
The role focuses on identifying high-impact opportunities where AI can improve service quality, response efficiency, client satisfaction, and operational scalability. The successful candidate will work closely with internal AI teams and external vendors to deliver practical, scalable solutions that enhance both client experience and internal efficiency.
Key Responsibilities
- Define and drive AI initiatives across Operations & Customer Service, aligned with business and service excellence goals
- Identify and prioritize use cases across:
- Client support automation and resolution efficiency
- KYC, onboarding, and verification processes
- Payment operations and transaction monitoring
- Complaint handling and service recovery
- Internal workflow automation and productivity
- Translate business needs into structured execution plans, including:
- Use case definition
- Solution design (in collaboration with AI teams)
- Vendor evaluation and selection
- Implementation roadmap
- Work as a subject matter expert, taking full ownership of execution and delivery with minimal supervision
- Work closely with internal stakeholders, including AI, data, compliance, risk, product, and engineering teams
- Manage external AI vendors and service providers, including performance tracking and delivery quality
- Oversee full lifecycle delivery from concept through deployment and continuous optimization
- Drive adoption of AI tools and workflows within Customer Service and Operations teams
- Establish frameworks for knowledge management, process standardization, and service automation
Key Performance Indicators
- First response time and resolution time
- Client satisfaction (CSAT) and Net Promoter Score (NPS)
- Ticket resolution rate and automation rate
- Cost per support ticket / operational cost per client
- Onboarding completion time and KYC turnaround time
- Payment processing efficiency and error rate
- Reduction in manual workload and operational headcount dependency
Candidate Profile
Required Experience
- 3–5 years of hands-on experience in AI development.
- Background in one or more of the following:
- Customer Service / Client Support
- Operations / Back Office
- KYC / Onboarding / Compliance Operations
- Payments / Transaction Operations
- Demonstrated experience in:
- Service quality improvement
- Process optimization and operational efficiency
- Strong understanding of:
- Client service workflows in brokerage environments
- Operational risks, compliance requirements, and client lifecycle processes
- Practical experience using AI tools to improve service delivery, automation, or operational workflows
- Ability to work across business and technical teams, and drive implementation through to completion
Preferred Experience
- Experience with ticketing systems (e.g., Zendesk, Freshdesk), CRM platforms, and workflow tools
- Exposure to automation tools and AI-enabled customer service solutions
- Experience working with internal AI or engineering teams
- Experience managing external vendors or technology providers
- Familiarity with concepts such as:
- Conversational AI (chatbots, voicebots)
- Intelligent document processing (KYC automation)
- Workflow automation and orchestration
- Knowledge base systems and AI-assisted support
Personal Attributes
- Strong service mindset with focus on client experience
- Data-driven and outcome-oriented approach
- Structured, execution-focused thinking
- Ability to translate complex operational challenges into scalable solutions
- Comfortable operating in a fast-paced, high-volume environment
- Strong stakeholder management and cross-functional communication skills
Additional Context
This role sits within Operations & Customer Service and works closely with client-facing and support teams.
AI is expected to be applied as a practical tool to improve service quality, operational scalability, and cost efficiency, rather than as a standalone technical function.
What We Offer
- Easy access to public transportation (LRT & KTM).
- Transportation allowance.
- Corporate insurance coverage, including dental, optical, and outpatient claims.
- Gym and fitness claims.
- Ongoing training and development opportunities.
- Exposure to exciting projects that support career growth and professional development.