Job Description

Job Requirements
Role/ Job Title: Product Manager-Cross Sell
Function/ Department: Cross Sell
Job Purpose:
The role entails scaling up the Cross Sell business by implementing strategies to expand the existing products, channels, segments, and customer base by delivering banking needs to the customers in the most cost efficient and technology effective manner. It includes building up teams, systems, process, and culture amenable to the scale and consistency of delivery. Role will closely collaborate with Retail team - Product Head, Operations, Sales, IT, Credit, BIU for same. This role encapsulates the responsibility of providing a seamless and fulfilling customer experience and ensuring IDFC First becomes the primary bank for all banking needs. We are looking for a strategic, data-driven, and user-obsessed Product Manager for Conversational AI to lead the development and scaling of next-generation AI-driven conversational products. You will shape the vision, define the roadmap, and partner with cross-functional teams to deliver intelligent, human-like conversational experiences across voice and chat interfaces.
Roles & Responsibilities:

• Product Strategy & Vision: Define the roadmap and develop conversational AI products, aligned with business goals and customer experience strategies.
• Customer Insights: Understand user journeys, pain points, and conversational contexts through research, analytics, and feedback loops.
• Conversational Design: Partner with UX writers and linguists to ensure natural, empathetic, and effective dialogue flows.
• Execution & Delivery: Campaign execution to generate leads across assets and liability products.
• Analytics & Optimization: Measure success through KPIs such as response accuracy, engagement and customer satisfaction.
• Stakeholder Management: Collaborate with product, marketing, sales, and operations teams to drive adoption and continuous improvement.
• Call Centre: Collaborate with the Call Centre team for optimizing the dialler strategy to maximize the outbound and inbound conversions
• Innovation: Stay ahead of the curve in emerging AI trends (LLMs, speech synthesis, multimodal AI) and translate them into real-world product capabilities.

Education Qualification:
Graduation: Bachelor's degree in Engineering, Computer Science, or a related field.
Post-graduation: MBA/PGDM
Experience:
4-8 years in product management, with at least 2+ years in Conversational AI, NLP, or related AI products.
Proven track record of launching Voice or chatbot-based products at scale.
Strong understanding of LLMs, NLP frameworks and conversational UX design principles.

Skills Required