Our credit and funding firm is ready to move past manual call-center scripts and email backlogs. I need an AI-savvy operational manager who can own the entire customer-service automation journey from first assessment through everyday optimisation while keeping an eye on compliance and the unique nuances of lending. What the role involves • Map our current inquiry, application-status, and dispute workflows and identify quick wins for conversational AI, NLP-driven chatbots, and RPA triggers. • Design, train, and deploy an automation stack that responds accurately to client questions, routes complex cases to human agents, and feeds data straight into our CRM and underwriting dashboards. • Select and configure the best deployment environment; I’m open to cloud, on-prem, or a balanced hybrid if it protects sensitive financial data. • Establish KPIs (average handle time, first-contact resolution, CSAT) and build dashboards so leadership sees real-time impact. • Train the service team, document processes, and schedule iterative model tuning so the bot gets smarter with every interaction. Acceptance criteria 1. A working AI assistant integrated with our existing phone, chat, and email channels. 2. Seamless hand-off to live agents with full conversation history preserved. 3. Weekly performance reports for the first month post-launch. 4. Clear SOPs and a maintenance roadmap my in-house IT team can follow. 5. Team Player, Reliable and Motivated If you’ve previously automated customer support in finance or another regulated industry—and can speak fluently about tools such as Dialogflow, Azure Bot Service, AWS Connect, or a custom Python/NLP stack let’s talk