Responsibilities

1. AI Enablement & Delivery

- Oversee the end-to-end delivery of AI use cases across Manila and India operations, ensuring timelines are agreed, tracked, and adhered to

- Own the use case pipeline and prioritize initiatives based on business impact and delivery feasibility

- Ensure use cases progress through defined stages (ideation, approval, deployment, review) within agreed schedules

- Proactively identify and call out risks, blockers, or delays to stakeholders and senior leadership in a timely manner

- Coordinate with relevant teams to resolve impediments without getting into technical execution

2. AI Adoption & Change Enablement

- Ensure all SLAs and XLAs for AI-supported service delivery are met consistently across Manila and India

- Monitor service performance metrics and experience indicators on a regular basis; flag breaches or near-miss situations immediately

- Lead service review discussions with clients and internal stakeholders to present SLA/XLA performance and improvement actions

- Drive corrective action plans where SLA or XLA targets are at risk, coordinating with accountable teams for resolution

3. Analytics, Value Realization & Governance

- Review and present AI performance outcomes including ticket deflection, productivity gains, and cost savings to clients and leadership

- Interpret service and experience dashboards (CSAT, XLA, AI adoption metrics) to drive informed decisions

- Ensure governance, documentation, and reporting standards are maintained across all AI activities

- Validate that AI outcomes align with committed business value and customer experience improvements

4. Continuous Improvement & Transformation Support

- Serve as the primary point of accountability for all AI-related service delivery matters across Manila and India locations

- Proactively communicate risks, delays, or scope changes to clients and internal leadership with mitigation plans

- Conduct regular governance reviews and steer committee meetings to maintain alignment on AI roadmap progress

- Champion a culture of accountability, continuous improvement, and AI adoption within delivery teams

AI Business Strategy Manager