Senior Project Manager - Contact Centre & Conversational AI

Argyll Scott; Hong Kong; On-site; HKD 277,000 - 461,000; Full time

Benefits offered by this job

Direct access to senior stakeholders

Lean team with high autonomy

12-month contract with extension潜

Job summary

Argyll Scott Asia is recruiting for a high-impact senior IT delivery professional to lead a life-insurer's AI-enabled customer engagement initiative in Hong Kong. You will drive delivery of voicebot and chatbot projects from discovery through launch, balancing scope, budget and timelines.

This hands-on role requires extensive financial services experience, proven vendor management, and the ability to work with senior stakeholders.

Qualifications

• 15+ years in financial services, 7+ in senior IT delivery or transformation.
• Proven delivery of contact centre, conversational AI, voicebot or chatbot.
• Experience with complex system integration across digital and CRM platforms.
• PMP, PRINCE2 or recognised Agile certification.
• Strong vendor management and executive stakeholder communication.
• Cantonese-language customer solutions experience preferred; Cantonese, Mandarin and English required.

Responsibilities

• Lead projects from discovery and PoC through design, build, launch and benefits.
• Own integrated delivery plans, budgets, risks, dependencies and executive reporting.
• Deliver voicebot and chatbot: intent detection, knowledge responses, agent handover.
• Validate speech accuracy, response quality, latency and customer experience.
• Govern solution architecture across digital, contact centre, CRM and customer data.
• Ensure compliance with SDLC, cybersecurity, privacy, AI governance and audit.
• Manage vendors through SOWs, milestones, acceptance and service transition.
• Drive operational readiness, training, monitoring and post-launch stabilisation.

Skills

Delivery leadership

Vendor management

Executive communication

AI / conversational AI

Stakeholder management

Tools

CRM integration

SaaS platforms

Job description

• Front-end modernisation: voicebot, chatbot, conversational AI
• Report into Director of IT Project Management
• Hands-on delivery, not a strategy role

About the Client

• Major life insurer in Hong Kong with an ambitious digital agenda
• Investing in AI-enabled customer engagement across digital channels
• Lean IT team, high autonomy, direct access to senior stakeholders
• Vendor ecosystem across CRM, contact centre and customer data platforms
• Programme already funded and mobilised

Role Duties

• Lead projects from discovery and PoC through design, build, launch and benefits
• Own integrated delivery plans, budgets, risks, dependencies and executive reporting
• Deliver voicebot and chatbot: intent detection, knowledge responses, agent handover
• Validate speech accuracy, response quality, latency and customer experience
• Govern solution architecture across digital, contact centre, CRM and customer data
• Ensure compliance with SDLC, cybersecurity, privacy, AI governance and audit
• Manage vendors through SOWs, milestones, acceptance and service transition
• Drive operational readiness, training, monitoring and post-launch stabilisation

Role Requirements

• 15+ years in financial services, 7+ in senior IT delivery or transformation
• Proven delivery of contact centre, conversational AI, voicebot or chatbot
• Experience with complex system integration across digital and CRM platforms
• PMP, PRINCE2 or recognised Agile certification
• Strong vendor management and executive stakeholder communication
• Cantonese-language customer solutions experience preferred
• Cantonese, Mandarin and English required

Why Apply

• High-visibility programme with direct C-suite access
• Genuine AI and conversational AI delivery, not legacy maintenance
• Fast-moving, lean team with real autonomy
• Competitive day rate, 12-month contract with extension potential
• Build a differentiated CV in AI-enabled customer engagement

INTERESTED?

Simply hit apply or send an email with your CV attached to [e-mail] and I will answer any questions you might have about the role.

Argyll Scott Asia is acting as an Employment Business in relation to this vacancy.