Group Manager AI & Automation - Midrand at Vodafone Global Enterprise

Role Purpose/Business Unit:

• To define and execute the Chatbot, AI and Automation strategy for the 8 Vodacom Group Markets inclusive of capabilities, technology, customer experience and operational models. Drive the adoption of Chatbots across all channels (SMS, App, Web, WhatsApp, Social Media and more) to become a premium channel for self-care driving CX improvement and contact reduction.
• Possess both commercial acumen to set strategy and business objectives, as well as technical competence to develop and build platforms and journeys. 
• Drive the rollout and adoption of “TOBi”, our global chat platform across the 8 operating markets, ensuring the most impactful journeys are prioritized and the user experience is world class. This includes voice, chat and agent assisted products like TOBi Assist. 
• Drive standardization across markets to foster re-usability and speed of deployment, ensuring cost optimisation across the group to ensure the most efficient operating model. Investigate and drive novel approaches to the Vodafone Global TOBi platform which are most suited to the African OpCo commercial and market dynamics.
• Develop and execute chatbot use cases across markets using evolving new technologies such as ChatGPT, Big Data and the rapidly changing AI capability, driving best customer experience ambition while managing the ambiguity and risk. Keep abreast of the latest technical developments and their applicability to our platforms and services. 
• To lead and develop his/her respective relationships with the Vodacom OpCo’s showcasing the Vodacom Spirit behaviours and ensuring that we foster, motivated and engaged people to deliver our business goals. Using influence and negotiating skills, drive the OpCo roadmaps steering and managing the various TOBi teams to support our global TOBi strategy. Help markets navigate the AI maturity curve through, chat, voice, co-pilots and intelligent automation. 
• Be the champion and knowledge expert of Chatbots in Vodacom Group driving the strategy and technical execution for every OpCo. A Single Point of Contact for anyone within the group, and vendor environment that requires chat guidance or support.
• Own and manage a matrix of commercial and technical relationships between Vodacom Group (Commercial, IT, Risk, Legal, Marketing, etc…), Vodafone (Global TOBi Platform), Delivery Vendors (Vodafone Outsourced Services), OpCo’s (8 Markets), Technology Partners (AWS, Microsoft, Nuance, etc…), and more.

Your responsibilities will include:

• Develop and agree overall Chatbot and AI vision and strategy for Vodacom markets across Consumer, Enterprise, Fixed and Financial Services market segments:
• Be the driver of the implementation of the AI and automation strategy and technical platforms across the operating markets.
• SPOC for all markets for Chatbot, Voicebot, co-pilot and applicable AI capabilities. Interface between OPCO’s, Group and vendors. 
• Improve experience and reduce costs through the deployment & enhancement of “TOBi”. Leverage and drive AI capabilities into our self service channels and products.
• Take commercial ownership of the AI and automation landscape and ensure adoption, ROI and CX of product suite. 

The ideal candidate for this role will have:

• Minimum Bachelors Degree in IT/IS or Commercial.
• Extensive Chatbot delivery experience in a Telco environment (>=8 years)
• Experience working with multiple markets and vendors.
• Fluent in AWS or Microsoft chatbot services.
• Commercial aptitude to drive ROI
• Customer driven to improve CX.