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Paytm, India's leading mobile payments and financial services company, is seeking a Program Manager to lead AI-driven transformation initiatives across the Lending Collections ecosystem. This is a high-ownership role that sits at the intersection of business, product, technology, data, and AI—not a traditional project-management position.
You will own the complete lifecycle of AI and automation opportunities: from business problem discovery and requirement gathering through BRD creation, workflow documentation, solution design, engineering collaboration, testing, deployment, and measurement of business impact.
Key Responsibilities:
- Conduct requirement-gathering workshops with Business and Collections stakeholders to identify operational pain points and AI use cases; challenge ambiguous requirements and bring structure to problem statements.
- Create detailed BRDs, functional requirements, user stories, process flows, and solution documentation; define end-to-end journeys including inputs, outputs, decisioning logic, exceptions, and integrations.
- Identify and evaluate opportunities to leverage Generative AI, Agentic AI, LLMs, and intelligent workflows; drive AI initiatives from ideation through production and adoption, tracking measurable business outcomes.
- Act as the bridge between Business/Product and Engineering; clearly communicate requirements, break them into executable user stories, and participate actively in solution discussions, technical walkthroughs, testing, and UAT.
- Own project trackers and program governance; maintain visibility on milestones, dependencies, risks, and timelines; proactively identify blockers and drive cross-functional initiatives to closure.
- Use SQL to independently fetch, analyze, and validate data for product and business decisions; work with Data/Analytics teams to define requirements and measure AI initiative impact.
Success in this role means independently taking a business question like "Can we use AI to improve this collections journey?" and driving it through problem definition, opportunity sizing, requirement discovery, BRD, workflow design, AI solution definition, user stories, engineering execution, testing, production deployment, adoption, and business impact measurement.
Requirements:
- 3–4 years of relevant experience in Project/Program Management, Product Management, Business Analysis, or Technology Program Management, with meaningful exposure to FinTech, Lending, Collections, and AI/Automation.
- Strong understanding of lending and collections processes.
- Excellent requirement-gathering and stakeholder-management skills.
- Proven ability to create BRDs, FRDs, workflows, process maps, user stories, and acceptance criteria.
- Demonstrated ability to drive Technology/Engineering teams and manage delivery end-to-end.
- Hands-on proficiency with JIRA for backlog, sprint, issue, and project management.
- Working knowledge of Figma for reviewing and contributing to product flows, wireframes, and user journeys.
- Strong understanding of AI, GenAI, LLMs, Agentic AI, and automation use cases.
- Working proficiency in SQL for data extraction and analysis.
- Strong analytical and problem-solving ability.
- Excellent written and verbal communication.
- High ownership, strong execution bias, and ability to operate effectively in ambiguity.
- Bachelor's degree in Engineering, Technology, Business, Finance, or related discipline (MBA/PGDM is a plus).
Good-to-Have:
- Experience working on AI agents, conversational AI, LLM-powered workflows, RAG, AI copilots, or intelligent automation.
- Experience integrating AI solutions with existing enterprise systems/APIs.
- Understanding of collections technology platforms, dialers, CRM, payment systems, customer communication platforms, or workflow engines.
- Exposure to Agile/Scrum methodologies.
- Experience managing multiple concurrent AI/product initiatives.
- Familiarity with AI tools such as Claude, ChatGPT, Gemini, Copilot, or equivalent enterprise AI platforms.
- Experience defining AI success metrics, evaluation frameworks, and operational KPIs.
