AI Operations Leader

Zafin is an AI platform company helping regulated institutions modernize how critical work is designed, governed, and delivered. Our technology enables organizations to move faster while maintaining the governance, accountability, and control required in highly regulated environments. Our portfolio includes Zafin AIOS, an agent orchestration platform for governed AI work; the Zafin Banking Platform, which helps banks modernize product, pricing, offers, billing, loyalty, and relationship management; and Zafin IO, an integration platform that connects data, systems, and workflows across complex enterprise environments. Headquartered in Toronto, Canada, Zafin partners with leading financial institutions across North America, Europe, the Middle East, Africa, and Asia-Pacific. As AI transforms the future of financial services, we're building the platforms that help regulated organizations adopt AI responsibly and at scale.What’s the Opportunity?  The AI Operations Leader leads the shared operations function that provides AI agent configuration, evaluation, and knowledge support to client-facing squads. The role ensures these services are delivered consistently, efficiently, and at the quality required to enable AI-native delivery without interruption and across multiple client engagements. The role manages the people, capacity, operating processes, and service standards that allows the Embed and Expand phases of AIOS (Zafin’s AI Operating System) delivery lifecycle to scale effectively. It ensures client-facing squads can access reusable AI agents, prompts, integrations, knowledge assets, evaluation support, and tooling rather than duplicating effort or creating delivery bottlenecks. Working closely with client-facing squads, the role aligns operational capacity with delivery demand, manages service quality and performance, resolves cross-team dependencies, and drives continuous improvement across the shared operations function. The role is also for team performance, workload planning, service consistency, operational metrics, escalation management, and the adoption of shared AIOS assets and ways of working. Through disciplined operations, measurable service outcomes, and continuous improvement, the role helps AIOS scale reliably across client engagements. What Will You Do?  Ensure AI agent configuration, evaluation, and knowledge support services are delivered efficiently, consistently, and in accordance with defined service and quality expectations across client-facing squads. Partner with client-facing squads to understand delivery demand, forecast support requirements, establish priorities, and align shared operations capacity with business and client commitments. Establish clear intake, prioritization, assignment, escalation, and service-management processes for work entering the Agent Operations Support Squad. Monitor service delivery, identify emerging bottlenecks or demand-capacity gaps, and take corrective action before client-fa...