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
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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.
