We are seeking an experienced Senior Project Manager / Delivery Manager to drive the end-to-end delivery of conversational AI initiatives, including Voicebot and Chatbot solutions. The role will partner closely with business stakeholders, technology teams, and external vendors to deliver customer-facing AI capabilities that improve service experience, operational efficiency, and digital engagement.

Key Responsibilities

• Lead the delivery of AI projects from requirements gathering, solution design, development, testing, deployment, and post-launch support.
• Manage project scope, timeline, budget, risks, dependencies, and stakeholder communications.
• Deliver Voicebot and Chatbot solutions, including intent recognition, conversational flows, knowledge-base integration, and agent handover capabilities.
• Work with business users to define use cases, customer journeys, and success metrics for AI initiatives.
• Coordinate UAT, production readiness activities, and go-live deployment.
• Collaborate with technical teams on system integrations across CRM, digital channels, contact center platforms, APIs, and backend systems.
• Ensure compliance with SDLC, security, privacy, and governance standards throughout project delivery.
• Manage vendors and external partners, ensuring quality deliverables and timely execution.
• Drive operational readiness including training, documentation, process enhancements, and user adoption activities.
• Prepare project status updates and present progress, risks, and recommendations to key stakeholders.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, Business, or a related discipline.
• 4-7 years of experience in project management, IT delivery, program management, or digital transformation initiatives within the Financial Services industry.
• Financial Services industry experience is mandatory.
• Hands-on experience delivering customer-facing technology solutions, including Conversational AI, Voicebot, Chatbot, Contact Centre, Customer Service platforms, or system integration projects.
• Experience managing end-to-end project delivery across business and technology stakeholders.
• PMP, PRINCE2, Agile, Scrum Master, or other recognized project management certifications are highly preferred.

Preferred Skills

• Familiarity with omnichannel customer journeys, contact centre operations, and digital servicing platforms.
• Good understanding of APIs, cloud platforms, system integration, security, privacy, and production support considerations.
• Strong stakeholder management, vendor management, communication, and influencing skills.
• Fluent Cantonese and English communication skills preferred.
• Self-motivated with strong ownership, analytical thinking, and the ability to manage multiple priorities in a fast-paced delivery environment.