Project Manager

Role & responsibilities

Role Overview

Channels Project Manager

Key Responsibilities

• Lead end-to-end delivery of

  digital channel transformation projects

  , ensuring alignment with business strategy and customer experience goals.
• Drive the design, build, and deployment of

  mobile and web digital journeys

  that simplify and enhance customer interactions.
• Oversee

  AI/GenAI chatbot implementations

  , ensuring scalable, intelligent, and customer-centric conversational experiences.
• Manage deployment and optimization of

  Relationship Manager (RM) chat solutions

  across WhatsApp and other messaging platforms.
• Coordinate across business, technology, operations, and external vendors to deliver on time, within scope, and budget.
  
• Apply structured project management methodologies (Agile/Hybrid/Waterfall) and best practices for governance, reporting, and risk management.
  
• Track project KPIs, adoption metrics, and customer impact to ensure business value realization.
  
• Provide thought leadership on

  emerging channel technologies

  , ensuring the bank/organization stays ahead in digital innovation.
• Build strong relationships with stakeholders across Product, Operations, Technology, and Compliance.
  
• Contribute to overall

  digital transformation strategy

  , bringing best practices and innovation to the channels portfolio.

Required Skills & Experience

• Proven experience as a

  Project Manager

  (ideally 7 to 12 years) leading large-scale

  digital transformation programs

  .
• Strong track record in

  mobile & web journey design and implementation

  .
• Hands-on experience in

  chatbot delivery (AI/GenAI platforms, NLP solutions)

  .
• Familiarity with

  messaging-based RM engagement tools (WhatsApp, WeChat, etc.)

  .
• Strong understanding of digital technologies, API integrations, and agile delivery models.
  
• Basic awareness of

  contact centre operations

  and how they integrate with digital channels.
• Excellent stakeholder management, communication, and influencing skills.
  
• Strong problem-solving, analytical thinking, and ability to drive consensus.
  
• PMP, PRINCE2, Agile/Scrum certifications are desirable but not mandatory.
  

Preferred Qualifications

• Previous experience in

  banking/financial services

  or other customer-centric industries.
• Exposure to

  cloud-based conversational AI platforms

  and

  CRM / RM tools

  .
• Ability to bridge

  business needs and technology solutions

  effectively.