Role Summary

We are looking for an experienced AI Program Manager to drive AI-led transformation across the bank by identifying, prioritizing, and implementing high-impact AI use cases. The role will partner with business, operations, technology, risk, compliance, customer service teams, and external partners to improve customer experience, automate processes, enhance productivity, and deliver measurable business outcomes.

The ideal candidate combines strong program management skills, understanding of banking processes, stakeholder management capabilities, and working knowledge of AI technologies to successfully drive enterprise-wide initiatives.

Key Responsibilities

· Identify and prioritize AI opportunities across customer service, operations, payments, collections, fraud, risk, compliance, and employee productivity functions.

· Analyze customer journeys and business processes to identify manual, repetitive, and inefficient activities that can be simplified or automated through AI.

· Drive end-to-end delivery of multiple AI initiatives from ideation to deployment and adoption.

· Manage program plans, milestones, dependencies, risks, governance, and stakeholder communications.

· Track multiple workstreams, identify critical path activities, proactively resolve bottlenecks, and drive "path to green" actions for at-risk initiatives.

· Collaborate with business, technology, operations, data science, risk, compliance, and external partners to ensure successful implementation.

· Evaluate AI solutions, platforms, and vendors, translating business needs into AI-enabled solutions.

· Ensure AI initiatives align with regulatory, security, governance, and business requirements.

· Measure business impact, monitor adoption,



and provide regular updates to senior leadership.

· Foster a culture of innovation, accountability, collaboration, and continuous improvement.

Qualifications & Experience

· Bachelor’s degree in engineering, Technology, Management, or related field; MBA preferred.

· 6-9 years of experience in AI Program Management, Product Management, Technology Delivery

· Experience in Banking, Payments, FinTech, Financial Services, or AI-led transformation programs.

· Proven track record of managing complex cross-functional programs involving multiple stakeholders.

Key Skills

· Robust program, project, and stakeholder management skills.

· Ability to manage multiple initiatives simultaneously and deliver results in a quick-paced environment.

· Excellent communication, collaboration, influencing, and problem-solving capabilities.

· Good understanding of banking operations, customer journeys, payments, risk, compliance, and process transformation.

· Working knowledge of AI, Generative AI, Machine Learning, Conversational AI, Agentic AI, and Automation technologies.

· Ability to identify AI use cases, evaluate solutions, and drive organization-wide adoption.

· Strong leadership, ownership mindset, business acumen, and execution focus.

Preferred Experience

Experience with AI-powered customer support, contact center automation, intelligent document processing, fraud and risk monitoring, compliance automation, workflow automation, knowledge management solutions, employee productivity copilots, and customer journey optimization.

Ideal Candidate A collaborative leader who can bridge business, operations, and technology teams, identify impactful AI opportunities, manage multiple strategic initiatives, and deliver measurable business outcomes through responsible AI adoption

📌 AI Program Manager (Gurugram)
🏢 Airtel Payments Bank
📍 Gurugram