Location: Malta
Type: Full-time, remote
Reports to: Chief Operations Officer

Role summary

EBO is seeking a Project Manager to deliver AI‑powered Virtual Agent projects for financial‑services clients, primarily in Malta. The role focuses on onboarding SME and larger organisations in banking, insurance and FX, with potential involvement in EU projects in markets such as Greece and Italy. The aim is to deliver fast, high‑quality deployments that automate customer‑service journeys and improve customer experience.

About EBO and the role

EBO builds scalable, AI‑powered customer engagement solutions that help financial institutions offer personalised, 24/7 support while reducing operational costs and automating high‑volume interactions. EBO’s Virtual Agents handle everyday queries, streamline onboarding and servicing processes, and integrate with existing systems to deliver measurable ROI.

This is a hands‑on project delivery role in an agile environment. The Project Manager role is the main point of contact for local financial‑services clients from contract signature through discovery, configuration, go‑live and early optimisation, and may support selected EU projects where appropriate.

Key responsibilities

• Manage multiple small to mid‑sized onboarding projects in parallel for banks, insurers and FX providers in Malta and potentially outside Malta.
• Lead onboarding and discovery sessions to map key customer‑service journeys (e.g. onboarding, account queries, card and payment issues, claims and FX enquiries) and identify priority use cases for automation.
• Translate business requirements into clear assistant flows, channel choices and basic integration needs, working in an agile way with backlogs, sprints and incremental releases.
• Create and maintain concise project plans, timelines and risk/issue logs, and provide regular status updates to client stakeholders and internal teams.
• Coordinate internal conversation design and engineering teams to configure and test EBO Virtual Agents for web and messaging channels, using established patterns for financial‑services use cases.
• Work with client IT teams and EBO technical staff to set up and validate basic API and web integrations (such as CRM look‑ups, simple transactions or ticket creation), without owning deep technical implementation.
• Organise and run UAT with clients, manage defect triage with guidance from senior colleagues, and support go‑live planning and cutover activities.
• Deliver client training and clear handover materials so clients can monitor conversations, request updates and work effectively with EBO’s support teams.
• Support tracking of early performance and adoption (e.g. containment/deflection, response times, contact volumes) and document agreed improvement actions together with Account or Customer Success leads.
• Contribute to the ongoing refinement of standard onboarding playbooks and templates for financial‑services implementations, based on lessons learned from local and EU projects.

Essential qualifications and experience

• Degree or equivalent experience in business, IT, engineering or a related field.
• 2–4 years’ experience in digital/SaaS project delivery, implementation or client onboarding.
• Proven experience managing several smaller projects in parallel for SME or mid‑market clients.
• Experience gathering and documenting business requirements and simple process flows with non‑technical stakeholders.
• Exposure to financial services (e.g. banking, insurance, payments or FX) or other regulated service industries.
• Practical familiarity with web solutions and APIs (understanding REST endpoints, payloads and basic integration concepts) and the ability to collaborate effectively with technical teams.
• Experience working in an agile or hybrid delivery environment using backlogs, sprints and regular ceremonies.

Essential skills and behaviours

• Strong client‑facing and relationship‑building skills with business and IT contacts in financial‑services organisations.
• Clear written and verbal communication, able to explain EBO’s AI‑driven capabilities and basic technical concepts in simple, business‑friendly language.
• Good organisation and time management, comfortable handling multiple onboarding projects and deadlines.
• Analytical mindset, able to interpret straightforward dashboards and KPIs and suggest priorities for improvement to senior colleagues and clients.
• Hands‑on, practical approach, comfortable getting involved in configuration checks, testing and documentation.
• Structured problem‑solver who can break down customer‑service journeys into manageable digital steps while keeping customer needs at the centre.
• Comfortable working in a fast‑moving, agile scale‑up environment and adapting to evolving products and processes.
• Willingness to travel occasionally within Malta and, on a limited basis, to EU client sites (e.g. Greece and Italy) for key workshops or go‑lives.

Desirable qualifications and experience

• Experience with chatbots, virtual assistants, contact‑centre or customer‑service platforms.
• Previous work with banking, insurance or FX operations (e.g. contact centres or digital‑channel teams).
• Experience in start‑up, scale‑up or agency environments serving multiple clients.
• Experience with international or multi‑language deployments; knowledge of Greek or Italian is an advantage.
• Familiarity with CX, service‑design or UX approaches for digital customer journeys.

Learn more about EBO and the team here.

How to Apply: Submit your CV and a brief statement on how your experience aligns with this role to [email protected].