Head of AI Operations

About the role

This is a role for a builder. We are not looking for someone to oversee an AI agenda at arm's length. We want someone who has personally designed and delivered AI-powered client servicing, who understands the technology well enough to configure platforms, challenge engineers and make smart vendor decisions, and who can point to specific outcomes they have driven. The AI Operations function is responsible for designing, implementing and optimising AI-driven automation across IG's global Operations. It is a focused, hands-on delivery team with a clear ambition: to build a client servicing capability that competes with the best in fintech. The immediate focus is on client servicing automation, expanding over time into KYC, payments and back-office processing. You will lead a focused team of AI change and engineering specialists, and will operate in a cross-functional environment where central AI resource is shared across the business. Influencing and making the case for that resource, as much as directing your own team, will be central to how this role succeeds. You will report to the Operations Director and work closely with Technology, Data and AI teams and senior stakeholders across IG's global markets. You will inherit an established team and develop it to meet the demands of a more technically ambitious and delivery-focused mandate. For the right person, this is also a career-defining move. You will be one of a small number of leaders shaping how a FTSE 100 company uses AI to transform its operations -- with the visibility, the mandate and the senior relationships to make a lasting mark.

Responsibilities

• AI delivery and automation
• Own and accelerate IG's AI-led client servicing automation programme, with a relentless focus on measurable improvement in digital deflection and client outcomes that match the best in the industry.
• Lead the continuous configuration and optimisation of IG's conversational AI platforms, running as an ongoing improvement cycle rather than a series of projects.
• Identify, prioritise and deliver automation opportunities across the wider Operations estate, expanding the mandate progressively into KYC processing, payments and back-office functions.
• Technical direction and resource leadership
• Set clear technical direction for AI delivery within Operations, working with your own engineers and making a compelling case for central AI resource where additional capacity is needed.
• Work directly with engineers and technical configurators, with sufficient hands-on fluency to challenge delivery, identify bottlenecks and maintain high standards of output.
• Build the data and measurement foundations that allow the function to demonstrate impact, learn continuously and make evidence-based decisions.
• Team development and stakeholder leadership
• Develop and shape the AI Operations team to meet the demands of a more technically ambitious mandate, building capability in the right areas and creating a high-performing, delivery-focused unit.
• Establish strong partnerships with Technology, Data and AI, and senior divisional leaders, positioning AI Operations as a credible, high-impact delivery partner across the business.
• Define and drive the automation roadmap across the Operations estate, working with peer leaders to align priorities and make a persuasive case for investment and resource.
• Role Requirements
• You do not need to be the deepest technical expert in the room, but you need to be close enough to the technology to set direction, challenge delivery and hire well.
• A demonstrable track record of delivering AI-led client servicing transformation in a complex, high-volume environment, with measurable results on deflection or automation at scale.
• Hands-on experience with conversational AI platforms in a client servicing context. Experience with tools such as Intercom, Zendesk, Genesys or Salesforce Service Cloud is a strong indicator. You should be able to speak to

Benefits

Additional Information

Job Title Head of AI Operations Job Description Head of AI Operations Location: London (hybrid) | Type: Permanent, full time | Reports to: Operations Director About IG Group IG Group (LSEG: IGG) is a leading global fintech company, established in 1974 and headquartered in London. As an innovative member of the FTSE 100, IG Group provides dynamic online trading platforms and a robust educational ecosystem, empowering ambitious individuals worldwide in their pursuit of financial freedom. With operations spanning eighteen countries across Europe, Africa, Asia-Pacific, the Middle East and North America, IG Group offers clients access to approximately 19,000 financial markets, including shares, forex, indices, commodities and crypto. IG is at a pivotal moment. We are moving with real pace and ambition -- rethinking how we serve clients, how we operate, and how we use technology to do both better. For people who want to be part of building something, rather than maintaining it, this is an unusually good time to join.

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at ig? Share your experience