AI/ML BPM Specialist – CRM Operations (BFSI)

Job Description:

Job Title: AI/ML BPM Specialist – CRM Operations (BFSI)
Department: Technology & Solutions
Industry (Domain)Type: Banking, Financial Services, Broking
Location: Head_office_Surat (Gujarat)
Reports to:
Type: Full-Time (Permanent)
Vacant Positions – 01
Exp.: Min. 3 - 4 years
Salary Range: Will be discussed
Job Summary:
We are seeking a visionary AI/ML BPM Specialist with strong operational experience in
Customer Care and expertise in AI technologies. The successful candidate will lead the
design, development, and implementation of AI-driven systems to streamline and enhance our
customer care operations, reducing manual intervention and improving overall customer
experience. This role requires a blend of customer care operational expertise, AI/ML technical
skills, and a strategic mindset to design innovative, scalable solutions.

Key Responsibilities:
● AI Strategy & Solution Design:
○ Design AI-based solutions (chatbots, voice bots, AI-driven CRMs, etc.) to
automate and enhance the customer care experience.
○ Identify and evaluate AI tools and platforms that can be integrated into our
current systems.
○ Develop a long-term AI strategy for the customer care department, balancing
automation and human interaction.
● Operational Efficiency & Automation:
○ Analyze current customer care operations to identify pain points and
opportunities for AI-driven process optimization.
○ Work closely with the operations team to understand customer service workflows,
bottlenecks, and areas for automation.
○ Implement AI models for predictive analysis to anticipate customer queries,
reducing call volume and response time.

● AI Implementation:
○ Lead the deployment and integration of AI solutions, ensuring they are aligned
with operational goals.
○ Oversee the testing and iterative improvement of AI tools based on performance
metrics and customer feedback.
○ Ensure seamless collaboration between AI systems and human agents for
escalated cases.

● Customer Experience Management:
○ Ensure AI-driven solutions improve customer satisfaction by offering timely,
accurate, and personalized responses.

○ Use natural language processing (NLP) models to improve the comprehension of
customer queries across multiple channels (phone, email, chat).
○ Monitor the performance and effectiveness of AI systems and optimize for
enhanced customer interactions.
● Cross-functional Collaboration:
○ Collaborate with IT, operations, and customer care teams to ensure the AI
solutions are technically sound and operationally viable.
○ Liaise with AI/ML vendors, consultants, and technical teams for successful
product implementation.
● Data Analysis & Insights:
○ Use data analytics to track customer query trends, solution performance, and
operational efficiency improvements.
○ Leverage AI-driven insights to provide actionable recommendations for customer
care strategies.

Qualifications:
● Experience:
○ Proven experience in designing and implementing AI solutions in customer
service (chatbots, virtual assistants, etc.).
○ Experience working with machine learning models, NLP, and AI-driven customer
care tools.
○ 1+ years of experience in customer care operations, preferably in a high-volume
environment.
● Education:
○ Bachelor's degree in Computer Science, Information Technology, Operations, or
related field.
○ Advanced degree or certifications in AI/ML or operational management is a plus.
● Technical Skills:
○ Strong knowledge of AI platforms and technologies (NLP, Chatbots, Machine
Learning, etc.).
○ Experience with CRM software, customer analytics tools, and ticketing systems.
○ Familiarity with programming languages such as Python, R, or Java, and AI
frameworks like TensorFlow, PyTorch, or similar.

● Soft Skills:
○ Strong problem-solving abilities and critical thinking skills.
○ Excellent communication and presentation skills for cross-functional
collaboration.
○ Leadership abilities to spearhead innovative projects and drive results.
○ Ability to lead cross-functional teams and manage projects in a fast-paced
environment.

Preferred Qualifications:
● Experience in developing AI-driven solutions for customer support, fraud detection, risk
management, or sales optimization in BFSI.
● Knowledge of LLM/GenerativeAI, natural language processing (NLP) and chatbot
development for automating customer service interactions.
● Familiarity with regulatory and data privacy challenges in BFSI (e.g., ISO, PCI-DSS).

Benefits:
● Competitive salary and performance-based incentives.
● Health insurance and retirement benefits.
● Opportunity to work on cutting-edge AI/ML projects in the BFSI sector.
● Continuous learning and development opportunities, including access to AI/ML training
resources.
Perks and Benefits:
● Yearly Performance Incentive
● Statutory benefit like Provident Fund, ESI (Employees' State Insurance)
● Life Insurance
● Mediclaim (if ESIC not applicable)
● Privilege Leave
● Sick Leave
● 2nd and 4th Saturday Off and all public holidays