Chief Manager/AVP - AI Transformation Lead - IIT/IIM/BITS/NIT

About the Role :

Join the Servicing Transformation team to identify, design and scale AI solutions that improve customer experience, operational efficiency and business outcomes. The role combines consulting, product thinking and program execution to transform business processes using AI.

Key Responsibilities :

- Create a blue print for AI automation journey along with business impact analysis including

- Conduct process discovery, customer journey analysis and root cause identification.

- Partner with business stakeholders to discover and prioritize AI opportunities.

- Convert ambiguous business problems into structured AI use cases with measurable success metrics.

- Build business cases covering customer impact, operational improvement, scalability and implementation feasibility.

- Design AI-enabled operating models using Design Thinking and Human-Centered Design principles.

- Work with technology, data science and delivery teams to translate concepts into production solutions.

- Lead end-to-end execution from discovery to rollout while managing scope, risks, dependencies and stakeholder alignment.

- Continuously improve deployed solutions through data, user feedback and operational insights.

- Define dashboards, KPIs and executive reporting to demonstrate business impact.

- Build reusable AI playbooks, frameworks and implementation standards to enable organization-wide scaling.

What We're Looking For :

Education - Bachelor's or Master's degree from Tier-1 institutes (IIT, BITS, IIIT, NIT, IIM or equivalent).

Experience:

- 5+ years of experience in Product Management, Consulting, AI Transformation, Digital Transformation or Business Transformation.

- Experience delivering AI or GenAI applications beyond experimentation.

- Demonstrated ownership of cross-functional initiatives from concept to production.

Required Skills :

Business & Consulting:

- Structured problem solving

- First-principles thinking

- Business process redesign

- Design Thinking

- Customer journey mapping

- Stakeholder management

- Business case development

- Executive communication

AI & Technology:

- Strong understanding of GenAI capabilities and limitations

- AI application architecture and workflow design

- Prompt engineering fundamentals

- AI evaluation frameworks

- Agentic AI concepts

- AI governance and responsible AI principles

- APIs and system integrations

- Data-driven decision making

Program Execution:

- Program management

- Agile delivery

- Risk management

- Prioritization

- Outcome measurement

- Change management

Success Measures :

- AI use cases successfully deployed into production

- Measurable reduction in servicing effort or turnaround time

- Improvement in customer experience metrics

- Business adoption and sustained usage

- Scalable AI frameworks adopted across multiple functions

- Executive-ready reporting demonstrating quantified business value

Preferred Profile :

- Graduate of a Tier 1 institute (IIT, IIM, BITS, NIT, or equivalent).

- 4+ years of experience; prior exposure to AI/ML products, data products, or technology consulting is a plus.

- Working knowledge of AI application development: LLMs, RAG, agentic workflows, prompt engineering, or applied ML, sufficient for substantive technical discussions with engineering teams.

- Familiarity with design thinking frameworks and user research methods; comfortable running discovery workshops, not just requirement interviews.

- Understanding of what production readiness and business continuity mean for AI systems: monitoring, fallback processes, and risk mitigation, not just model accuracy.

- Strong requirement gathering, business analysis, and documentation skills.

- Project management and delivery management experience, including tracking timelines, dependencies, and stakeholder alignment.

- Excellent verbal and written communication skills; comfortable engaging senior stakeholders directly.

- Strong ownership mindset, with accountability for outcomes rather than individual tasks.