The Role
Lead development and execution of a generative AI strategy for contact center optimization. Create roadmaps, monitor ROI and KPIs, manage budgets and vendors, ensure cross-functional collaboration, set team goals, and ensure regulatory and data privacy compliance.
Summary Generated by Built In
- Strategy and Planning
- Develop a comprehensive Gen AI strategy for optimizing contact center operations using generative AI tools and models.
- Create the Gen AI project roadmap and set priorities for short-term and long-term goals for AI deployment in the contact center and across other products.
- Collaborate with cross-functional teams, including IT, data science, and customer service, to ensure alignment with business objectives.
- Identify key trends in Gen AI and emerging technologies to recommend future initiatives and enhancements.
- Business Performance and Management
- Monitor the performance and ROI of Gen AI initiatives in the contact center, ensuring KPIs related to customer satisfaction, response time, and operational efficiency are met.
- Oversee budget planning and resource allocation to ensure optimal investment in AI tools, technologies, and talent.
- Develop performance reports, analyze the success of Gen AI implementations, and make recommendations for continuous improvement.
- Manage relationships with AI vendors and ensure that the chosen technology aligns with business requirements.
- People Management
- Ensure collaboration across teams to implement Gen AI solutions efficiently and encourage a multidisciplinary approach to problem-solving.
- Establish clear goals and performance standards for team members, ensuring accountability and alignment with the overall project strategy.
- Regulatory Compliance
- Ensure all AI implementations comply with relevant data privacy, security regulations, and industry standards.
Skills Required
- Experience developing Gen AI strategies and deploying generative AI models
- Experience with contact center operations and optimization
- Project management experience including roadmap creation and prioritization
- Budget planning and resource allocation experience
- Vendor management experience with AI/technology partners
- Ability to collaborate with IT, data science, and customer service teams
- Experience defining and tracking KPIs, measuring ROI and performance
- Knowledge of data privacy, security regulations, and compliance for AI implementations
- People management and cross-functional team leadership
PT Bank CIMB Niaga Tbk Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about PT Bank CIMB Niaga Tbk and has not been reviewed or approved by PT Bank CIMB Niaga Tbk.
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Fair & Transparent Compensation — Pay is often viewed as above average, with salaries and benefits reported to exceed applicable regional and provincial minimum wages. Compensation is described as being determined by job objectives, scope, and risks rather than gender, suggesting structured fairness.
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Healthcare Strength — Healthcare coverage is described as solid, spanning medical, dental, and optical care alongside standard insurance packages. Company reporting also notes BPJS coverage, complementing the broader protection employees receive.
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Leave & Time Off Breadth — Annual leave policies are considered competitive and are complemented by family-related leaves. These time-off provisions sit alongside various role-based allowances that round out the standard benefits package.
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The Company
What We Do
PT Bank CIMB Niaga Tbk is one of Indonesia's largest private banks, providing a comprehensive portfolio of conventional and sharia banking services. Its operations span consumer, SME, commercial, and corporate banking, offering products such as loans, deposits, and treasury services. A subsidiary of CIMB Group Holdings Berhad, it serves as a universal banking platform focused on advancing customers and society.
