Location Name: Pune Corporate Office - Cerebrum
Job Purpose
The role is responsible for leading enterprise wide adoption of Generative AI initiatives for the Unsecured Loans business, with a primary focus on GenAI powered Voice Bots and Chatbots. The incumbent will operate within the COE and drive end to end ownership of AI strategy, roadmap, and execution, ensuring measurable business impact.
The position sits at the intersection of Business, Technology, and Call Centre operations and requires the ability to seamlessly switch between strategic thinking, system level design, and hands on execution oversight.
Duties And Responsibilities
Strategy & Business Impact
- Own and drive the GenAI product roadmap for Unsecured Loans, including AOP deliverables.
- Develop strong business cases for AI initiatives, clearly articulating impact on productivity, cost, CX, TAT, and scalability.
- Identify and deploy GenAI use cases with a focus on AI Agents, Voice Bots, and Chatbots across customer and agent journeys.
- Benchmark and adopt industry best practices and group wide learnings to continuously improve AI outcomes.
- Define success metrics and building blocks for sustained performance of GenAI enabled workstreams.
Program & Delivery Ownership
- Plan and execute AI workstreams in collaboration with the AI COE team, ensuring alignment to timelines and priorities.
- Provide senior oversight and guidance to delivery teams on execution, experimentation, and experience re engineering using AI.
- Track performance against defined KPIs and success metrics; drive course correction where required.
- Identify opportunities for optimization and enhancement of existing AI implementations.
- Evaluate governance, compliance, and risk considerations across AI initiatives and implement prevention and mitigation plans in collaboration with stakeholders.
Stakeholder & People Management
- Act as the senior interface across Business, Product, Technology, Risk, Compliance, and Call Centre teams.
- Represent AI COE initiatives in leadership forums, AOP discussions, and LRS planning.
- Provide direction, coaching, and performance evaluation for members of the AI COE team.
- Drive alignment, consensus, and timely decision making across senior stakeholders.|
- Examines instances of breach in compliances, recommends actions to be taken against relevant employees and vendors; Monitors and periodically reviews team members on action plans regarding audit observations; Recommends action against agencies for delays in deposition
- Team management:
- Takes care of allocations of his / her region and critical locations
- Identifies capacity of the locations
- Tracks vendor availability in locations
- Performance Tracking
- Tracks location wise performance of ACM/CM and ROs based on critical parameters
- Tracks last 3 months PP% for each team
- Drives critical parameters most relevant with portfolio losses
Key Decisions / Dimensions
- Prioritization of GenAI initiatives and investments across the unsecured portfolio.
- Go / NoGo decisions for AI releases and scaled rollouts.
- Change, enhancement, and optimization prioritization for live AI solutions.
- Selection of AI use cases based on feasibility, risk, and business impact.
Major Challenges
- Driving adoption of GenAI at scale across business and operations.
- Balancing innovation with governance, compliance, and risk controls.
- Managing crossfunctional dependencies and senior stakeholder expectations.
- Ensuring delivery velocity while maintaining model performance and experience quality.
Required Qualifications And Experience
- Qualifications - MBA / Post Graduate degree (preferred)
- Work Experience
- 7–8 years of overall experience in Projects, COE, or Product Management roles.
- Prior hands on experience in AI initiatives, specifically Voice Bots and Chatbots.
- Strong understanding of Call Centre operations and service workflows.
- Experience managing large, cross functional, high impact programs with senior stakeholder engagement.
- Critical Skills
- Strong decision making and ownership mindset; ability to operate independently.
- Structured problem solving and systems thinking.
- Excellent stakeholder management, communication, and influencing skills.
- Ability to handle pressure, ambiguity, and multiple parallel priorities.
- High level of initiative, curiosity, and passion for AI driven transformation.
