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
