Senior Manager Conversational AI

Auto & General Australia; Brisbane; Sur place; AUD 180 000 - 230 000; Plein temps

Avantages offerts par ce poste

Bonuses

Leave options

Learning & development

Volunteer opportunities

Wellbeing support

On-site events & celebrations

Employee discounts

Résumé du poste

Auto & General Australia is seeking a Senior Manager, Conversational AI to lead the newly formed team and drive the strategy, design, and delivery of agentic AI solutions across customer and third-party channels using Genesys Cloud.

You will mentor a high-performing team, establish governance, track KPIs, and ensure compliance while staying ahead of AI trends to deliver measurable operational efficiencies and enhanced customer experiences.

Qualifications

• Proven experience in a leadership role, managing technical or product teams, ideally within Conversational AI & Genesys Cloud environments.
• Demonstrated experience in developing and executing AI/automation strategies within a complex enterprise environment.
• Strong track record of delivering impactful customer-facing AI solutions.
• Experience in the insurance or financial services industry is highly regarded.

Responsabilités

• Contribute towards leading the Conversational AI strategy aligned with A&G's customer experience vision and business objectives.
• Build, mentor, and lead a high-performing team of Conversational AI Designers and Technical Specialists, fostering a culture of innovation, collaboration, and continuous improvement.
• Oversee the end-to-end lifecycle of specific Conversational AI solutions, from ideation and design through to development, deployment, optimisation, and ongoing maintenance within our Unified Communications Genesys Cloud environment.
• Act as the key point of contact for key stakeholders across Sales & Service, Claims & Assessing, IT, Data & Analytics, and Compliance, ensuring clear communication and alignment.
• Contribute towards establishing and uphold robust governance frameworks, risk management practices, and ethical AI guidelines for all Conversational AI initiatives, ensuring compliance with internal and external regulations and requirements.
• Define and track key performance indicators (KPIs) for specific Conversational AI solutions, driving continuous optimisation based on data-driven insights and user feedback.
• Stay abreast of emerging Conversational AI technologies, trends, and best practices, evaluating and advocating for their strategic adoption within A&G.
• Identify and report potential risks or inadequate controls related to compliance or operational risks
• Champion a culture of risk and compliance across the division
• Maintain awareness, understanding and compliance with Company policies and procedures, including the on-time completion of mandatory training
• Additional tasks as reasonably required.

Description du poste

The role

The Senior Manager, Conversational AI will lead the newly established Conversational AI team, driving the strategy, development, and implementation of cutting-edge Customer / Third Party facing Agentic AI solutions across Auto & General.

Brief Description

This role is pivotal in transforming Customer / Third Party experiences, ensuring compliance, and delivering significant operational efficiencies through intelligent automation. The Senior Manager will provide strategic leadership, manage team performance, and ensure alignment with broader business objectives and our unified communications (Genesys Cloud) strategy.

What You’ll Be Doing

• Contribute towards leading the Conversational AI strategy aligned with A&G's customer experience vision and business objectives.
• Build, mentor, and lead a high-performing team of Conversational AI Designers and Technical Specialists, fostering a culture of innovation, collaboration, and continuous improvement.
• Oversee the end-to-end lifecycle of specific Conversational AI solutions, from ideation and design through to development, deployment, optimisation, and ongoing maintenance within our Unified Communications Genesys Cloud environment.
• Act as the key point of contact for key stakeholders across Sales & Service, Claims & Assessing, IT, Data & Analytics, and Compliance, ensuring clear communication and alignment.
• Contribute towards establishing and uphold robust governance frameworks, risk management practices, and ethical AI guidelines for all Conversational AI initiatives, ensuring compliance with internal and external regulations and requirements.
• Define and track key performance indicators (KPIs) for specific Conversational AI solutions, driving continuous optimisation based on data-driven insights and user feedback.
• Stay abreast of emerging Conversational AI technologies, trends, and best practices, evaluating and advocating for their strategic adoption within A&G.
• Identify and report potential risks or inadequate controls related to compliance or operational risks
• Champion a culture of risk and compliance across the division
• Maintain awareness, understanding and compliance with Company policies and procedures, including the on-time completion of mandatory training
• Additional tasks as reasonably required.

What experience you’ll bring

• Proven experience in a leadership role, managing technical or product teams, ideally within Conversational AI & Genesys Cloud environments.
• Demonstrated experience in developing and executing AI/automation strategies within a complex enterprise environment.
• Strong track record of delivering impactful customer-facing AI solutions.
• Experience in the insurance or financial services industry is highly regarded.

Technical Acumen

• Solid understanding of Conversational AI technologies, including NLU, NLP, dialogue management, voice AI, and machine learning principles.
• Familiarity with platforms like Genesys Cloud, Google Cloud Platform AI services, or similar enterprise-grade conversational AI tools.
• Leadership & Management:
• Exceptional leadership, team-building, and people management skills.
• Strong strategic thinking and problem-solving abilities.
• Excellent communication, presentation, and influencing skills, capable of engaging with both technical and non-technical audiences, up to executive level.

The Benefits Of Working At A&G

• Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks.
• Options for leave - life happens, so we've got volunteer days, an additional paid ‘ME’ day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.
• Grow with us - we've got learning and professional development opportunities to suit everyone.
• Give back - our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you're passionate about.
• Take care of yourself - your wellbeing is important to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be your best self.
• Celebrate the wins - we love sharing our successes and celebrating together - join us and you've got a ticket to our many on-site events throughout the year, family fun days and annual celebrations.
• Save money - as well as discounts on insurance products, we've teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.
• Access to A&G's employee reward and recognition platform, powered by Rewards Gateway - Enjoy a wide range of benefits, including personalised rewards & peer-to-peer recognition, exclusive discounts & savings across more than 600 top retailers and a comprehensive recognition program that celebrates milestones and achievements - helping you feel valued every step of the way.

About Us

Auto & General (A&G) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.

Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas, and Coles Insurance.

We're excited about the future and we're always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia's best insurer!

Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.

A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.