Senior Manager

We are hring for a senior manager, leading the end-to-end delivery of front-end modernization and AI-driven customer engagement initiatives, including Voicebot and chatbot solutions. This role oversees project execution across scope, timeline, budget, quality, security, and regulatory requirements, while coordinating business stakeholders, technology teams, control functions, and external vendors. The incumbent is also accountable for governance, stakeholder alignment, vendor management, and ensuring measurable business outcomes are achieved.

• Lead project delivery from discovery and proof-of-concept stages through solution design, development, testing, production readiness, deployment, and benefits realization.
• Manage overall delivery plans, including project schedules, dependencies, budgets, risks, issues, key decisions, and executive-level reporting.
• Deliver Voicebot and chatbot solutions that support customer intent recognition, knowledge-based interactions, digital engagement journeys, and seamless escalation to human agents.
• Oversee validation and performance testing covering speech recognition accuracy, response quality, latency, interruption handling, background-noise resilience, and overall customer experience.
• Govern solution architecture and system integration across digital channels, contact centre platforms, CRM systems, customer data platforms, and agent-facing applications.
• Ensure compliance with SDLC standards, cybersecurity policies, privacy regulations, data residency requirements, AI governance frameworks, call-recording obligations, retention policies, and audit controls.
• Establish and monitor proof-of-concept and production success metrics, encompassing technical performance, customer outcomes, operational efficiency, and service stability.
• Manage external vendors through statements of work, project milestones, acceptance criteria, commercial governance checkpoints, service transition activities, and support arrangements.
• Drive operational readiness by implementing process enhancements, user training, knowledge transfer, monitoring capabilities, incident management procedures, and post-launch stabilization plans.
• Lead cross-functional teams while fostering strong collaboration and engagement with senior stakeholders and external partners.

• Bachelor's degree in Computer Science, Information Technology, Engineering, Business Administration, or a related discipline.
• Minimum 15 years of experience within financial services, including at least 7 years in senior IT delivery, programme management, or digital transformation leadership roles.
• Demonstrated track record of delivering customer-facing platforms, contact centre solutions, conversational AI technologies, Voicebot, chatbot, or large-scale system integration initiatives.
• Professional certification in PMP, PRINCE2, and/or a recognised Agile methodology is required.

• Strong understanding of conversational AI technologies, speech recognition solutions, knowledge management platforms, and AI-to-human escalation workflows.
• Experience delivering Cantonese-language customer engagement solutions and omnichannel customer journey initiatives is highly preferred.
• Solid knowledge of cloud-based or on-premises deployments, API integrations, security controls, privacy requirements, resiliency design, and production support models.
• Excellent vendor management, stakeholder engagement, executive communication, and negotiation skills.
• Strong sense of ownership, analytical problem-solving capabilities, and the ability to operate effectively in complex, multi-vendor delivery environments.