Program Manager - Assistant Manager - Lending Collection

About Us:  Paytm is India's leading mobile payments and financial services distribution company. Pioneer of the mobile QR payments revolution in India, Paytm builds technologies that help small businesses with payments and commerce. Paytm’s mission is to serve half a billion Indians and bring them to the mainstream economy with the help of technology.

Role Overview
We are looking for a high-ownership Project/Program Manager to lead AI-led transformation initiatives across the Lending Collections ecosystem.
This role sits at the intersection of Business, Product, Technology, Data, and AI. The ideal candidate should be equally comfortable understanding a business problem, translating it into a structured product/technology requirement, driving engineering execution, and taking the initiative all the way to production and measurable business impact.
This is not a traditional project-management role. We are looking for someone who can own the problem statement, bring structure to ambiguity, drive stakeholders, and turn AI opportunities into production-grade solutions.

Key Responsibilities
1. Business Requirement & Problem Discovery
Work closely with Business and Collections stakeholders to identify operational pain points, automation opportunities, and AI use cases.
Conduct requirement-gathering workshops and translate business needs into clear, actionable requirements.
Challenge requirements where necessary and bring structure to ambiguous problem statements.
Understand lending collections journeys, customer touchpoints, workflows, operational processes, and relevant business metrics.
2. BRD, Workflow & Solution Documentation
Create and maintain detailed BRDs, functional requirements, user stories, process flows, workflows, and solution documentation.
Define end-to-end process journeys, including inputs, outputs, decisioning logic, exceptions, dependencies, and integrations.
Convert business requirements into granular user stories with clear acceptance criteria.
Ensure documentation remains aligned with the evolving product and technology solution.
3. AI & Automation Program Management
Identify and evaluate opportunities to leverage Generative AI, Agentic AI, AI automation, LLMs, and intelligent workflows within lending collections.
Work with AI/Tech teams to translate business use cases into viable AI solutions.
Understand the capabilities and limitations of AI technologies and challenge proposed solutions constructively.
Drive AI initiatives from ideation → requirement → solutioning → development → testing → deployment → adoption → measurement.
Track business outcomes and ensure AI initiatives deliver measurable improvements in productivity, collections, customer experience, or operational efficiency.
4. Technology & Engineering Collaboration
Act as the bridge between Business/Product and Engineering.
Clearly communicate the “what” and “why” behind requirements to technology teams.
Break complex requirements into executable user stories and development milestones.
Work closely with Engineering, Data, AI/ML, QA, and other technology teams to resolve dependencies and blockers.
Ensure the technology team has sufficient clarity to execute without repeated requirement ambiguity.
Participate actively in solution discussions, technical walkthroughs, testing, UAT, and production readiness.
5. Program Governance & Execution
Own project/program trackers and maintain complete visibility on milestones, dependencies, risks, issues, owners, and timelines.
Drive regular governance forums and stakeholder reviews.
Proactively identify risks and unblock teams rather than waiting for escalations.
Manage cross-functional dependencies across Business, Product, Technology, Data, Operations, and external partners.
Drive initiatives firmly towards closure, adoption, and business outcomes.
6. Data & Analytics
Should be comfortable using SQL to independently fetch, analyse, and validate data required for product and business decisions.
Work with Data/