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Job ref no.: 1800016116
Standard Chartered Bank

Director/Assistant Director, Chatbot Team

Standard Chartered Bank

Job Description

You will be part of the Digital Banking team of Standard Chartered Bank (Hong Kong) Limited. Being the Product Owner of the Chatbot for the Retail Banking, your mission is to ensure the Chatbot runs at its optimal, and provide the world class service to our customers. Keeping yourself update of the latest market trends and technology, you will work alongside our development team and the business stakeholders to achieve this goal. You will be responsible for the functionality of the Chatbot, tailor the contents to business and customer needs, as well as creating human-like conversations for our Chatbot. You will lead a small team of subject matter expertise, and together make a big impact to our clients’ digital banking journey.

Responsibilities

  • Manage a small team of Chatbot trainers whose key responsibility is to review the conversation our Chatbot had with clients on a daily basis and suggest improvements
  • Monitor and consistently improve the performance of our Chatbot via the annotation and dashboard platform
  • Collaborate with key stakeholders including, but not limited to, developers and channel teams to design engaging conversation
  • Brainstorm the possible interactions the Chatbot would have with our clients, and create content for responses that are consistent and recognizable as a character that comes to life
  • Facilitate a constructive online conversation journey to our clients via consistent training of our Chatbot and establishing a smooth handshake methodology with our live agents
  • Work closely with product teams and segment teams to contribute business functional needs in a timely manner
  • Have a deep understanding of our Chatbot processes, and track progress of how she could effectively add value to the product/service
  • Keep abreast of the latest market trends and technology, and suggest ways to improve the Chatbot functionality and performance

Requirements

  • 8+ years of proven working experience in job roles related to content strategy, client experience or channel team within the banking industry. Experience in managing AI / Chatbot projects will be an advantage.
  • Proven experience in team management and project management
  • Have a solid understanding of content design
  • High level of technical aptitude towards AI related technologies
  • Data- driven approach to consistently improve the Chatbot model
  • Excellent written and verbal communication skills in both English and Cantonese
  • Proven ability to multi-task and manage multiple projects at a time while paying attention to detail
  • Able to build business relationships and work effectively with internal & external stakeholder
  • Self-motivated and able to work under tight project schedule
  • Able to make sound judgment and manage multiple business priorities 

Rewarding good performance
To us, good performance is about much more than turning a profit. It’s about showing how you embody our core values and mantra – here for good. And if you perform well consistently, we’ll give you the rewards you deserve. Are you looking for a career that can expand your horizons? We have one.. 

More job information
Job ref no. 1800016116 (CT3114814-01#0051)
Salary
  • N/A
Job Function
Industry
Employment Term
  • Permanent
  • Full-time
Experience
  • 8 years
Career Level
  • Middle management level
Education
  • Degree