Job Description

We’re looking for an experienced AI & Automation Lead to drive the delivery, optimisation, and innovation of AI and automation capabilities across Operations. This role underpins our Intelligent Engagement strategy and ensures we maximise the value of emerging technologies.

Based in Mauritius and leading a distributed team (including an AI Experience Designer and two AI Analysts), you’ll oversee the deployment, management, and continuous improvement of AI and automation tools. You’ll act as the primary Operations contact for all AI/automation activity — ensuring delivery aligns with business priorities, follows strong governance, and adheres to safe, secure, responsible AI practices.

As a thought leader, you’ll bring deep vendor and tooling expertise, champion innovation, and guide the adoption of advanced capabilities such as Generative AI to keep Operations at the forefront of technological advancement.

Main Accountabilities & Responsibilities:

Team Leadership & Engagement

• Lead, coach, and develop a high‑performing team (AI Experience Designer + two AI Analysts) across Mauritius and Sheffield.
• Set clear objectives, drive collaboration, and support continuous growth and engagement.

Delivery Ownership

• Own delivery of automation elements of the Intelligent Engagement strategy, building and optimising AI and Generative AI solutions.
• Ensure solutions are scalable, reliable, and deliver measurable KPI improvements (e.g., containment, CSAT).

Business Alignment & Stakeholder Management

• Act as the operational owner for AI/tooling, ensuring alignment with business needs and priorities.
• Serve as the primary Operations contact for AI/automation, representing the function across cross‑business forums.

BAU Tooling Management

• Manage AI/automation tooling in BAU, ensuring stability, quick issue resolution, and ongoing optimisation.
• Monitor key metrics and proactively drive improvements to system performance and business outcomes.

Prioritisation & Governance

• Prioritise AI/automation requests with a transparent, well‑governed approach aligned to business value.
• Maintain strong governance processes in line with Rank’s AI governance model for safe and compliant deployment.

AI Safety & Compliance

• Ensure all AI solutions follow best‑practice safety, security, and responsible‑use standards.
• Act as the Operations point of contact for AI governance, managing risk and upholding compliance requirements.

Thought Leadership & Vendor Management

• Champion innovation by staying ahead of AI and GenAI trends, evaluating tools and vendors to maximise value.
• Drive continuous improvement and ensure Operations leverages the right technologies for competitive advantage.

Qualifications

Essential:

• Proven experience leading teams in AI, automation, or technology-driven operational environments.
• Strong track record of delivering automation and AI solutions that drive measurable business outcomes – specifically, including conversational AI/chatbot deployments.
• Experience managing distributed teams and fostering engagement across locations.
• Demonstrated ability to manage BAU tooling, troubleshoot issues, and optimise performance.
• Excellent stakeholder management skills, with experience aligning technology delivery to business priorities.
• Strong understanding of AI governance, safety, and compliance requirements.
• Demonstrated vendor management experience and knowledge of the AI/automation technology landscape.

Desired:

• Experience deploying Generative AI solutions (such as LLMs, chatbots, or RAG pipelines) in customer service or operational environments.
• Experience working with Product and Technology teams in a matrixed environment.
• Familiarity with AI governance models and working within them.
• Experience in customer operations, contact centres, or similar settings.
• Knowledge of relevant AI/automation platforms and tools.

Personal Qualities Desired:

• Collaborative and people-focused, able to inspire and engage a distributed team.
• Outcome-oriented, with a strong sense of ownership and accountability for delivery.
• Analytical and data-driven, with a focus on continuous improvement and innovation.
• Proactive and resilient, comfortable managing competing priorities and ambiguity.
• Committed to high standards of safety, compliance, and ethical AI use.
• Strong communicator and influencer, able to build relationships across the business and with external partners.
• Curious and passionate about Generative AI, with a track record of translating emerging technology into practical business value.

Additional Information

Join us to unlock benefits and opportunities that will boost your career journey in a vibrant, inclusive and fulfilling work environment – so you can #BeYourself

You’ll get a competitive salary combined with some great benefits.

Wellbeing@Rank is important... From hybrid & flexible working hours and colleague support networks to menopause support and weekly PepTalks, we’re here for you.

We’ll also invest in your growth by providing development opportunities, leadership training and cutting-edge industry certifications so you have the tools and resources to help you WORK, WIN and GROW with us.

Immerse yourself in new cultures and gain international exposure through our global business. Collaborate with colleagues from around the globe.

From pensions to bonus schemes, and private medical insurance to life insurance – we've got you covered. 

*Our benefits vary by brand and/or location. Please have a chat with your local Talent Acquisition specialist to find out what’s in place in your location.

We are committed to being an inclusive employer, ensuring that we better understand and meet the needs and requirements of our candidates. If you need any adjustments as part of your application or interview, please let us know.

You’re probably wondering outside of a fun, exciting and varied role – what else do you get? You’ll get a fantastic salary combined with some leading benefits. Wellbeing@Rank is important to us too... From hybrid working and colleague support networks to menopause support and weekly PepTalks, we’re here for you.

We’ll also invest in your growth by providing development opportunities, leadership training and cutting-edge industry certifications so you have the tools and resources to help you work, win and grow with us.

Immerse yourself in new cultures and gain international exposure through our global business. Collaborate with colleagues from around the globe.

The Rank Group are committed to being an inclusive employer, ensuring that we better understand and meet the needs and requirements of our candidates and customers. 

We aim to do this by facilitating fair and equal access to our services. If you require a reasonable adjustment to be made, please reach out to let us know ahead of your interview.