Head of Agentic Operations – AI Workforce Architect

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Design, develop, manage, and oversee the Group's digital workforce, which includes AI agents and automated workflows across sales, broking operations, compliance, finance, and HR.

• Automate repetitive tasks to enable employees to oversee outcomes and concentrate on client interactions and higher-value tasks.

• Create and implement AI agents and automations utilizing Claude, LLMs, Make, monday.com, Zendesk, Salesforce, Xero, and Microsoft 365 via APIs and connectors.

• Develop and sustain prompts, tool definitions, connectors, and scheduled tasks.

• Rapidly prototype solutions and prepare successful implementations for consistent production use.

• Maintain the Group Agent Register, ensuring it includes agent ownership, purpose, data access, schedules, controls, and performance metrics.

• Conduct weekly audits to enhance, fix, or retire underperforming agents.

• Monitor agent operations, errors, and costs, taking necessary corrective actions.

• Implement human approval gates for significant AI-agent actions.

• Apply least-privilege access, logging, testing, and evaluation before production deployment.

• Ensure adherence to UK GDPR and South Africa's POPIA regulations.

• Provide monthly reports on hours saved, costs avoided, error rates, and income supported.

• Prioritize development based on measurable commercial and operational benefits.

• Train employees to collaborate effectively with AI agents and establish clear operational procedures.

• Ensure that each agent has a designated human owner.

• Choose automation tools and vendors while managing subscription and usage expenses.

• Maintain documentation for the automation environment to ensure operational continuity.

• Complete the Agent Register by day 30, deploy at least 5 production agents by day 90, maintain over 95% run success, resolve failures within 2 working days, and meet staff certification targets by month 6.

⛳️ Requirements

• A minimum of 5 years of experience in software or automation development, including 2 years focused on LLM-based agents or workflows in production.

• Strong practical knowledge of APIs, webhooks, and JSON.

• Proficiency in Python or JavaScript/TypeScript.

• Extensive experience with at least one automation platform such as Make, n8n, Zapier, or Power Automate.

• Practical experience in prompt design, tool utilization (function calling), and evaluation of model outputs.

• A portfolio showcasing deployed agents or automations with measurable outcomes.

• Excellent written English skills and the capability to explain technical concepts to non-technical colleagues.

• Experience with the Claude API, Model Context Protocol (MCP), Claude scheduled tasks, or skills is a plus.

• Integration experience with monday.com, Salesforce, Zendesk, Xero, or Microsoft 365 (Graph) is desirable.

• Background in insurance or financial services, including familiarity with regulated data, is advantageous.

• Experience leading a small technical team or contractors is preferred.

🏝️ Benefits

• Employed through Remote Choice as Employer of Record (EOR) on behalf of the client Group.

• Flexible remote work arrangement.

• Staff training through the Group's monday.com and Claude competency program.