Supervisor AI Chatbot Operations - Operations Support MariBank

Job Description

• Manage a team of chatbot analysts and oversee development cycles, integrations, and releases related to chatbot platforms.
• Ensure timely delivery of chatbot enhancements and fixes.
• Analyze user interaction data to improve chatbot performance, accuracy, and containment rates.
• Oversee testing, training, and fine-tuning of NLP/NLU models. Monitor KPIs (e.g., deflection rate, CSAT) and report to senior leadership.
• Ensure chatbot compliance with banking regulations, data privacy laws, and internal security protocols.
  
  

• At least 6 years of experience in digital transformation, chatbot/AI development, or related roles. preferably within the banking, fintech, or payments industry, or in a related role.
• At least 2 years of experience supervising or managing teams in chatbot or conversational AI initiatives.
• Bachelor’s degree in a related field is a plus.
• Strong experience with at least one major chatbot/NLP platform (e.g., Dialogflow, Watson, Lex, Rasa).
• Solid understanding of banking operations, regulatory environment, and customer service workflows.
• Proven project management and cross-team collaboration skills.
• Strong communication and stakeholder management abilities.
• Must have good time management skills to handle BAU and strategic projects.