Supervisor, AI/Chatbot Operations - Operations Support, MariBank

Job DescriptionManage 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.RequirementsAt 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.