Project Manager Conversation Banking (Chat)

Key Responsibilities

• Lead the

  Contact Center Transformation program

  , focusing on

  chat, chatbot, and voice bot implementation

  across digital banking channels (Mobile, Web).
• Partner with business, technology, and vendor teams to design and implement

  conversational AI solutions

  leveraging Gen AI, NLP, and NLU frameworks.
• Manage vendor relationships (e.g., RASA, Google Dialogflow, Poly AI, Sierra, Dyna) and ensure seamless integration with the banks technology landscape.
• Drive

  end-to-end program governance

  , including scope, budget, timelines, risk/RAID management, and stakeholder reporting.
• Collaborate with Product Owners, UX teams, and Business Analysts to ensure customer journey transformation aligns with strategic priorities.
• Oversee

  Agile delivery practices

  and ensure adherence to global delivery standards.
• Ensure compliance with

  regulatory, risk, and data privacy requirements

  across regions.
• Act as a thought leader, advising senior stakeholders on

  emerging conversational AI trends

  and best practices in digital customer engagement.

Must-Have Skillsets

• Proven experience leading

  large-scale digital/contact center transformation programs

  in the banking or financial services domain.
• Strong expertise in

  Chat on Digital Journeys

  (Mobile, Web).
• Hands-on experience with

  Chatbot and Voice bot implementation

  , including AI/Gen AI-powered solutions.
• Deep knowledge of

  NLU frameworks

  : RASA, Google Dialog flow, Poly AI, Sierra, Dyna (or similar platforms).
• Strong stakeholder management and leadership skills with experience engaging

  CxO-level executives

  .
• Solid grounding in

  Agile/Scaled Agile delivery methodologies

  .

Good-to-Have Skillsets

• Experience implementing

  RM chat solutions

  (e.g., WhatsApp, WeChat, or similar channels).
• Familiarity with

  Genesys Cloud Contact Center

  solutions.
• Prior experience in

  global delivery environments

  , handling multi-country or multi-regional rollouts.
• Knowledge of

  banking customer journeys

  and

  digital transformation best practices

  .

Qualifications & Experience

• 12+ years of experience in

  project/program management

  with a strong focus on

  digital transformation and contact center technologies

  .
• Project management certifications (e.g., PMP, Prince2, SAFe, Agile Scrum Master) will be an added advantage.