IDFC First Bank - Lead Product Manager - Conversational AI

Description :

Role/ Job Title : Lead Product Manager - Conversational AI

Function/ Department : Enterprise - Conversational AI

Job Purpose :

IDFC First Bank is committed to building a cutting-edge digital banking experience.

A key initiative in this transformation is the development and deployment of our advanced Conversational AI Universal Agent.

This agent, operating across both voice and text modes, will serve as a primary interface for our customers, enhancing service and sales interactions across our full range of products, including savings accounts, credit cards, loans, and more.

We are seeking an experienced professional to lead the functional strategy and execution for Retail Assets for this critical initiative as Retail Assets Lead Conversational AI.

This role requires a strategic leader with deep domain knowledge of retail assets in banking spanning journeys, processes (ops and service) and distribution.

Along with this, the candidate should have a strong grasp of AI capabilities (especially LLMs and conversational AI), experience in defining scalable solutions, and the ability to collaborate across business and technology functions within IDFC First Bank.

Roles & Responsibilities :

Business Ownership :

- Own the P&L impact, adoption metrics, and CX outcomes for asset journeys.

- Prioritize use cases balancing revenue growth, collections efficiency, and customer satisfaction.

- Define SOPs, escalation rules, and regulatory guardrails for lending interactions.

Journey & CX Design :

- Translate lending service and sales workflows into simplified conversational journeys with clear escalation paths.

- Partner with conversational design team to ensure customer-friendly tone and persona alignment.

- Champion continuous CX feedback loops to improve journeys.

Adoption & Engagement :

- Run adoption campaigns (cross-channel nudges, RM/branch enablement) to drive WhatsApp as a preferred servicing/sales channel for retail assets.

- Partner with marketing and product teams to position WhatsApp journeys as a differentiator.

Collaborate On Architecture And Technology Selection :

- Work with tech/product team on prompt engineering, grounding (RTC/RAG), and hallucination control.

- Review PRDs and test scenarios for asset-related intents created by enterprise squads.

- Provide business rules, compliance inputs, and contextual data for prompt design.

Stakeholder Management :

- Act as the bridge between Product, engineering, business teams, and analytics team to drive the end-to-end execution for the assets vertical.

- Work closely with Business teams, Digital Banking, Growth, Marketing, Customer Support, Risk and Compliance teams to integrate AI solutions seamlessly.

- Drive AI adoption by educating internal teams on capabilities and responsible AI usage.

Education Qualification :

- Graduation : Bachelors degree any relevant stream.

- Post-graduation : Any Stream.

Experience : 08 to 10 years of relevant experience in lending product management and digital banking.