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SBI Card
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Senior Vice President - AI & Digital Channels

Senior Vice President - AI & Digital Channels

SBI Card

7 - 13 years

40 - 45 Lacs

Gurugram

Posted:3 days ago| Platform:

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Skills Required

Change management Manager Quality Assurance Operational excellence Bfsi SMS Data processing Budgeting Monitoring Auditing Service operations

Work Mode

Work from Office

Job Type

Full Time

Job Description

What s in it for YOU

SBI Card truly lives by the work-life balance philosophy. We offer a robust wellness and wellbeing program to support mental and physical health of our employees.
Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees.
Dynamic, Inclusive and Diverse team culture
Gender Neutral Policy
Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits
Commitment to the overall development of an employee through comprehensive learning & development framework

Role Purpose

AI & Digital channel leader will be primarily responsible for Digital Portals (Customer facing & Internal) & AI platforms (including conversational platforms and AI Process automation using robotics). This primarily covers Digital Portals (Website, Intranet, Audit Portal, Invoice portal, Scrabble, Goldmine, Digital Nerve Center, SPRINT, Insta SMS) & AI platforms (ILA, Drishti, WhatsApp, Live chat, RPA platform).

Role Accountability

Role will lead all the digital portals, conversational platforms and process automation using RPA.
Developing and refining AI models to automate data processing and decision-making. Ensure the data used is accurate, relevant, and compliant with regulations.
Creating and implementing strategies for AI and digital channels to align with business goals. Using data analytics to take informed decisions and optimize performance across digital channels.
Overseeing the integration and deployment of AI technologies within digital channels. Collaborating with IT and development teams to ensure smooth implementation.
This role is accountable for - Digital Strategy & Platforms: Lead digital portals, Develop Gen AI strategy, conversational AI, RPA; drive adoption to enhance CX and reduce operational cost.
Program Leadership: Manage large-scale digital transformations and IT program planning, execution, risk mitigation, and stakeholder alignment.
Business Alignment: Act as IT lead for Marketing, CS & Post-acquisition functions; bridge business and tech with deep card domain understanding.
Service Delivery: Ensure ITIL-based service operations across digital channels with strong SLA adherence and high application availability.
Team & People Management: Build and lead high-performing teams with a focus on collaboration, growth, org structure, and delivery ownership.
Governance & Reviews: Drive weekly program reviews and steering committees; maintain tight governance with risk/issue tracking and reporting.
Budgeting & Controllership: Lead budget planning (OPEX/CAPEX), track expenses, drive program approvals and financial discipline.
Innovation & Tech Trends: Promote ideation, innovation, and ongoing tech awareness to shape future-ready digital initiatives.
Cross-functional Collaboration: Engage CSMO, Ops, and CS leaders to co-create and deliver business solutions with clarity and rigor.
Change Management: Navigate complex stakeholder environments to drive large-scale change and cross-team alignment.

Measures of Success

Strategic initiatives delivered on time, within budget, and meeting defined business benefits.
Monthly connects with Senior Leadership and DRs conducted effectively to align business priorities.
Programs and solutions prioritized with clear business agreement and strategic alignment.
Low attrition with a motivated, high-performing team consistently meeting their deliverables.
Project review and prioritization meetings operationalized monthly with no major business escalations.
Operational metrics consistently achieved as agreed SLAs across systems and processes.
Zero P1 defects in production; all programs delivered with quality assurance and budget compliance.

Technical Skills / Experience / Certifications

Engineering Mindset Strong technology orientation
DevOps Execution Hands-on operational expertise
Automation Focus Process-first automation drive
Monitoring Skills Proficient in tools/scripting
Strong understanding of AI technologies & platforms -GenAI LLMs, Langchain, UI Path and automation process frameworks

Competencies critical to the role

Technology Leadership Strategic tech vision
Delivery Mindset Resourceful execution focus
Program Management Risk-aware governance.
Communication Skills Clear, effective articulation
Customer Centricity Stakeholder-first thinking
Analytical Thinking Data-driven problem solving.
Operational Excellence Productivity and impact
Collaboration Skills Team-oriented approach

Qualification

B. Tech/ MBA from reputed business school

Preferred Industry

Credit Cards / NBFC/BFSI/Financial domain

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Senior Vice President - AI & Digital Channels