Senior Vice President - AI & Digital Channels

About the company

SBI Card is a leading pure-play credit card issuer in India, offering a wide range of credit cards to cater to diverse customer needs. We are constantly innovating to meet the evolving financial needs of our customers, empowering them with digital currency for seamless payment experience and indulge in rewarding benefits. At SBI Card, the motto 'Make Life Simple' inspires every initiative, ensuring that customer convenience is at the forefront of all that we do. We are committed to building an environment where people can thrive and create a better future for everyone.

SBI Card is proud to be an equal opportunity & inclusive employer and welcome employees without any discrimination on the grounds of race, colour, gender, religion, creed, disability, sexual orientation, gender identity, marital status, caste etc. SBI Card is committed to fostering an inclusive and diverse workplace where all employees are treated equally with dignity and respect which makes it a promising place to work.

Join us to shape the future of digital payment in India and unlock your full potential.

What’s in it for YOU

1. SBI Card truly lives by the work-life balance philosophy. We offer a robust wellness and wellbeing program to support mental and physical health of our employees.
2. Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees.
3. Dynamic, Inclusive and Diverse team culture 
4. Gender Neutral Policy
5. Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits
6. Commitment to the overall development of an employee through comprehensive learning & development framework

Role Purpose

AI & Digital channel leader will be primarily responsible for Digital Portals (Customer facing & Internal) & AI platforms (including conversational platforms and AI Process automation using robotics). This primarily covers Digital Portals (Website, Intranet, Audit Portal, Invoice portal, Scrabble, Goldmine, Digital Nerve Center, SPRINT, Insta SMS) & AI platforms (ILA, Drishti, WhatsApp, Live chat, RPA platform).

Role Accountability 

1. Role will lead all the digital portals, conversational platforms and process automation using RPA.
2. Developing and refining AI models to automate data processing and decision-making. Ensure the data used is accurate, relevant, and compliant with regulations.
3. Creating and implementing strategies for AI and digital channels to align with business goals. Using data analytics to take informed decisions and optimize performance across digital channels.
4. Overseeing the integration and deployment of AI technologies within digital channels. Collaborating with IT and development teams to ensure smooth implementation.
5. This role is accountable for - Digital Strategy & Platforms: Lead digital portals, Develop Gen AI strategy, conversational AI, RPA; drive adoption to enhance CX and reduce operational cost.
6. Program Leadership: Manage large-scale digital transformations and IT program planning, execution, risk mitigation, and stakeholder alignment.
7. Business Alignment: Act as IT lead for Marketing, CS & Post-acquisition functions; bridge business and tech with deep card domain understanding.
8. Service Delivery: Ensure ITIL-based service operations across digital channels with strong SLA adherence and high application availability.
9. Team & People Management: Build and lead high-performing teams with a focus on collaboration, growth, org structure, and delivery ownership.
10. Governance & Reviews: Drive weekly program reviews and steering committees; maintain tight governance with risk/issue tracking and reporting.
11. Budgeting & Controllership: Lead budget planning (OPEX/CAPEX), track expenses, drive program approvals and financial discipline.
12. Innovation & Tech Trends: Promote ideation, innovation, and ongoing tech awareness to shape future-ready digital initiatives.
13. Cross-functional Collaboration: Engage CSMO, Ops, and CS leaders to co-create and deliver business solutions with clarity and rigor.
14. Change Management: Navigate complex stakeholder environments to drive large-scale change and cross-team alignment.

Measures of Success

1. Strategic initiatives delivered on time, within budget, and meeting defined business benefits.
2. Monthly connects with Senior Leadership and DRs conducted effectively to align business priorities.
3. Programs and solutions prioritized with clear business agreement and strategic alignment.
4. Low attrition with a motivated, high-performing team consistently meeting their deliverables.
5. Project review and prioritization meetings operationalized monthly with no major business escalations.
6. Operational metrics consistently achieved as agreed SLAs across systems and processes.
7. Zero P1 defects in production; all programs delivered with quality assurance and budget compliance.

Technical Skills / Experience / Certifications

1. Engineering Mindset – Strong technology orientation
2. DevOps Execution – Hands-on operational expertise
3. Automation Focus – Process-first automation drive
4. Monitoring Skills – Proficient in tools/scripting
5. Strong understanding of AI technologies & platforms -GenAI LLM's, Langchain, UI Path and automation process frameworks

Competencies critical to the role

1. Technology Leadership – Strategic tech vision
2. Delivery Mindset – Resourceful execution focus
3. Program Management – Risk-aware governance.
4. Communication Skills – Clear, effective articulation
5. Customer Centricity – Stakeholder-first thinking
6. Analytical Thinking – Data-driven problem solving.
7. Operational Excellence – Productivity and impact
8. Collaboration Skills – Team-oriented approach

Qualification

B. Tech/ MBA from reputed business school

Preferred Industry

Credit Cards / NBFC/BFSI/Financial domain