Weâre looking for an experienced AI & Automation Lead to drive the delivery, optimisation, and innovation of AI and automation capabilities across Customer Support, Player Protection, Fraud & Payments, High Value Customer and Digital 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), youâll oversee the deployment, management, and continuous improvement of AI and automation tools. Youâll act as the primary Operations contact for all AI/automation activity â ensuring delivery aligns with business priorities, follows strong governance, and adheres to safe, secure, responsible AI practices.
As a thought leader, youâll 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 highâperforming 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 crossâbusiness 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, wellâgoverned approach aligned to business value.
- Maintain strong governance processes in line with Rankâs AI governance model for safe and compliant deployment.
AI Safety & Compliance
- Ensure all AI solutions follow bestâpractice safety, security, and responsibleâuse 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.