Senior Executive - Chatbot Project and Content Management

Senior Executive - Chatbot

About the company

SBI Card is a leading pure-play credit card issuer in India, offering a wide range of credit cards to cater to diverse customer needs. We are constantly innovating to meet the evolving financial needs of our customers, empowering them with digital currency for seamless payment experience and indulge in rewarding benefits. At SBI Card, the motto 'Make Life Simple' inspires every initiative, ensuring that customer convenience is at the forefront of all that we do. We are committed to building an environment where people can thrive and create a better future for everyone.

SBI Card is proud to be an equal opportunity & inclusive employer and welcome employees without any discrimination on the grounds of race, colour, gender, religion, creed, disability, sexual orientation, gender identity, marital status, caste etc. SBI Card is committed to fostering an inclusive and diverse workplace where all employees are treated equally with dignity and respect which makes it a promising place to work.

Join us to shape the future of digital payment in India and unlock your full potential.

What’s in it for YOU

1. 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
2. Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees
3. Dynamic, Inclusive and Diverse team culture 
4. Gender Neutral Policy
5. Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits
6. Commitment to the overall development of an employee through comprehensive learning & development framework

Role Purpose

Responsible for Supporting and Leading various projects for Chatbot.

Role Accountability 

1. Ability to support and lead the project for Chatbot rollout and other RPA initiatives customer facing within Customer Services.
2. Work closely with the IT team and from other functions to gather requirement  covered under the scope of the Chatbot project
3. Lead the complete Content Management for NLP learning and responsible for factual correctness of the response from Chatbot
4. Role would require detailed understanding of backend and frontend processes within customer services , designing of the customer journey on Chatbot platform
5. Track and monitor the effectiveness of responses by the BOT and derive actionables for further actions with an overall objective to reduce contacts over traditional channel
6. Ensure process documentation and compliance adherence

Measures of Success 

1. CSAT for Chat bots
2. Confusion Rate
3. Process adherence as per MOU

Technical Skills / Experience / Certifications

1. Experience in Artificial Intelligence, Machine learning  & Robotics is must the job done
2. Good knowledge of databases
3. Knowledge of data analytics tools and data lake systems (Spine, Turbine etc.)

Competencies critical to the role

1. Process Orientation
2. Analytical Ability
3. Problem Solving Skills
4. Market Awareness

Qualification 

Graduate in any discipline

Preferred Industry

FSI

Experience Level

Senior Level