Project Manager- BFSI

Job Title: Project Manager/ Voice AI Operation Manager — BFSI Experience: 2– 6 Years Location: Delhi - On-site About Convin Convin is a Conversation Intelligence platform built by IIT Delhi alumni to transform sales, collections, and customer experience. With our proprietary AI and automation, we help enterprises analyze conversations, drive insights, improve conversions, and deliver exceptional customer experiences. We’re trusted by leading brands like Urban Company, Physics Wallah, ICICI Lombard, SBI Life, Shaddi.com, Bajaj and Niva Bupa, Aditya Birla Group Etc. across industries such as EdTech, FinTech, HealthTech, Hospitality, Travel, and BPO.

Highlights: Raised $6.5M in Series-A (2024) and $2.1M seed funding (2022) Featured in LinkedIn’s Top Startups list Ranked Top 20 Software Companies in India by G2 Best Speech & Conversation Analytics Company at CX & DCX About the Role We are looking for a Campaign Manager to manage and optimize omni-channel AI voice bot campaigns for banking and lending use cases. The role involves end-to-end campaign execution, MIS management, banking process coordination and performance tracking across voice, WhatsApp, SMS, email and related customer engagement channels. The ideal candidate should have strong exposure to banking operations, lending products (especially Personal Loans), outbound/inbound campaigns and data-driven campaign management.

Key Responsibilities Campaign Operations & Management Execute and manage omni-channel customer engagement campaigns across: AI Voice Bots WhatsApp Dialer systems Configure and monitor campaign journeys, retry logic, dispositions and escalation flows. Coordinate with internal product, operations and client teams for campaign launches. Ensure campaign SLAs, TATs and daily delivery targets are achieved.

Banking & Lending Process Management Understand banking workflows and customer journeys for: Personal Loans Credit Cards Loan Collections Demat/Trading onboarding Insurance or BFSI campaigns Work closely with banking/NBFC stakeholders to align campaign logic with business rules. Handle customer segmentation based on banking eligibility, lead stages, risk profiles and funnel stages. MIS & Reporting Prepare daily/weekly/monthly MIS reports for banking clients.

Track campaign KPIs such as: Connect Rate Conversion Rate RPC (Right part contact) PTP (Promise to pay) Drop-offs Disposition Trends Lead Funnel Metrics Analyze campaign performance and share actionable insights with stakeholders. Maintain data accuracy and reporting hygiene. Campaign Optimization Identify gaps in customer journeys and improve campaign performance.

Suggest improvements in scripts, call flows, retry strategies and customer engagement. Work closely as part of the QA and analytics function to improve campaign performance and outcomes. Stakeholder Management Coordinate with: Banking clients Operations teams Product & Engineering Customer Success teams Provide regular updates on campaign performance and escalations.

Required Skills & Experience Must Have 2–6 years of experience in: Campaign Management Banking Operations BFSI Process Management Voice/Call Center Operations Lending Operations Understanding of: Personal Loan lifecycle Banking processes & terminology Lead management workflows Collection or sales campaigns Experience preparing and managing MIS reports. Prompt engineering Good understanding of campaign metrics and operational KPIs. Advanced Excel/Google Sheets skills.

Ability to manage multiple campaigns simultaneously. Basic scripting language knowledge (example: Python, Ruby) Preferred Experience working with: AI Voice Bots Dialers CRM systems Omni-channel engagement platforms Prior experience in fintech, NBFC, banking, or SaaS environments. Familiarity with disposition logic, call outcomes, and campaign analytics.

Key Competencies Analytical thinking Process orientation Attention to detail Stakeholder communication Problem-solving mindset Operational ownership Data-driven decision making Project Management Education Bachelor’s degree in Business, Finance, Operations, Marketing or related field. MBA preferred but not mandatory. Perks & Benefits Learning & Upskilling – Reimbursement of ₹1,000 per month (up to ₹12,000 per year) towards books or courses, work-related or otherwise.

Wellness & Leisure Allowance – ₹24,000/year (claimable as ₹6,000 quarterly or ₹24,000 annually) for personal travel, retreats, or gym memberships. Comprehensive Insurance – Health insurance of ₹5,00,000 (self & family) + accident coverage of ₹25,00,000. Friday Treats – Weekly snacks for in-office employees.

Friday Fun & Wellness – Bi-monthly yoga, health check-ups, learning sessions, and cultural activities. Quarterly Team Outings – Relax, connect, and grow together.