Conversational AI Regional Lead APAC

Overview

Join Allianz Partners as the Regional Conversational AI (CAI) Lead, APAC and play a key role in driving digital transformation. You'll be at the forefront of implementing CAI strategic goals, managing the solution pipeline, and ensuring top-notch alignment with global standards. Enhance customer engagement, boost efficiency, and fuel growth by overseeing CAI resources and rollouts. Regularly report on opportunities, risks, and performance to drive continuous improvement.

Be part of the dynamic Global Operations Digital Transformation team and report to the Head of Conversational AI. This unit integrates cloud/AI solutions, manages learning curves, and ensures operational readiness. This role involves continuous communication with Global functions and local Business Units to enhance processes and support tool adoption, working within a global, cross Line of Business team using the same tools and systems.

What You Will Do

• Oversee and coordinate resource management in the region, providing skilled staffing as required for CAI projects, CAI solution operations, and testing efforts.
• Report regularly on resource utilization and availability, performance status of CAI solution, pipeline opportunities and potential risks & blockers for CAI solution rollouts.
• Facilitate stakeholder approvals and ensure CAI solution requirements are updated for developing new CAI solutions.
• Account for necessary reviews and approval meetings, facilitating alignments with the end-to-end process improvement team on CAI solution requirements (changes) and approval meetings before Go-Live of a CAI solution.
• Manage the roll-out of CAI solutions by accounting for project timelines, facilitating project activities, and orchestrating data collection (e.g., for Natural Language Understanding (NLU) training), overseeing testing of CAI solutions, and ensuring safe and compliant CAI solution deployment.
• Identify potential delivery risks such as language capabilities and skill gaps, and devise strategies for mitigation.
• Support regional incident and bug management, aligning with the CAI Service & Demand Manager as needed.

What You Will Bring

• Bachelor's degree in business management or a relevant field; Master's degree preferred or equivalent combination of education, training and relevant experience
• 5+ years of project management and/or demand management, preferably in Conversational AI
• Deep experience in automation delivery, lifecycle management and operations as well as platform and people management
• Established track record in working with market-leading CAI platforms (e.g., Cognigy)
• Good analytical skills and experience working with customer contact centers
• Knowledge of incidents, problems, and Service Level Agreements (SLA)
• Expertise in Conversational Artificial Intelligence, Natural Language Processing, and coding basics (e.g., JAVA, SQL) is a big plus
• Very strong execution skills, ability to translate business requirements into technical solutions
• Ability to drive complex projects/requests, multi-task, and prioritize with strong attention to detail
• Knowledge of testing tools and a good understanding of testing requirements
• High problem-solving competencies, including analytical mindset and the ability to analyze solutions and underlying business processes
• Collaborative team player with a mindset of "creating more value together"; cultural sensitivity to fit into a multinational setup
• Cognigy certification is a plus but not required
• Strong presentation skills

What We Offer

Our employees play an integral part in our success as a business. We appreciate that each employee is unique and has unique needs and ambitions, and we enjoy being part of their journey. We empower and encourage personal and professional development by offering a wide variety of courses and targeted development programs. All of this takes place in a global environment where international mobility and career progression are encouraged. Caring for health and wellbeing is a key priority, which is why we offer Work Well programs to provide peace of mind and support work-life balance.

We at Allianz Partners are an equal opportunity employer and we value a diverse and inclusive workforce. We welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation. Join us. Let\'s care for tomorrow.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• Financial Services and Insurance

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