Location Name: Pune Corporate Office - Mantri

Job Purpose

Lead the Customer Centricity & Compliance governance across a portfolio of customer journeys, Businesses, Sales, Product, Service, Collections, Operations, Digital journeys, and end to end customer lifecycle.

Is Responsible For

Defining and driving the governance framework,
Ensuring CX-by-design & Compliance-by-design,
Building maturity of governance across squads and clusters, departments
Leading managers, leads and analysts,
Translating policies/regulations into actionable standards, and
Reducing customer harm, regulatory exposure, and operational rework at scale.

This role will be the owner of governance quality, escalation management, and strategic alignment with the Head/Senior Head for assigned units, businesses, departments, modules

Duties And Responsibilities

Core Responsibilities: -

Own, Evolve & Drive the governance framework across all assigned squads, ensuring timely and high quality CX & compliance sign offs.
Lead & also serve as the principal governance reviewer for high-risk or high-impact journeys.
Define standards, templates, checklists, and quality benchmarks for all user story, requirement reviews.
Ensure governance is embedded early in the lifecycle—backlog refinement to final release.
Translate new regulations, circulars, and internal policies into actionable guidance for Product, Tech, and Ops teams.
Ensure adherence to standards such as customer fairness, data privacy, consent, disclosures, grievance norms, and regulatory codes of conduct.
Oversee CX impact assessments, privacy reviews, negative case design, and mitigation strategies.
Ensure customer harm scenarios are anticipated and controlled through preventive mechanisms.
Work closely with senior stakeholders across Product, Business, IT, QA, Legal, Risk, Compliance, Service, and Operations.
Influence senior business leaders to adopt governance best practices without slowing delivery.
Own KRIs/KPIs for the assigned domain and publish governance dashboards to leadership.
Track repeat issues, trends, and process breakdowns; ensure continuous improvement.
Identify opportunities for digitizing governance workflows.
Drive initiatives like automated checklists, evidence capture, audit trails, governance bots, or dashboards.
Lead adoption of best practices and continuous improvement across squads.
Lead and guide a team of 6-15 members (direct/indirect reports).
Conduct quality reviews, coaching, and skill-building to uplift functional maturity.
Build a strong work allocation, governance calendar, and quality assurance rhythm.
Conduct regular 1:1s, performance reviews, upskilling plans, and feedback cycles.
Lead root-cause analysis for non-compliance issues, misses, or customer-impacting incidents
Support internal and external audits by providing timely, accurate data & reports
Sign off, approve documentation, checklists, UAT evidence, and decisions for low/medium-risk items
Act as escalation point for squads facing governance delays, regulatory interpretation issues, or CX conflicts.
Take decisions on medium/high-risk issues
Decision-making authority over governance priorities and resource allocation
Block releases on customer harm or compliance breach risks
Owns prioritization of team workload and approval of governance evidence|
Expertise in user story review, risk/control design, CX frameworks, and compliance requirements.
Ability to interpret regulatory guidelines and implement them in product/tech/digital/operations workflows.
Strong command over Azure, Req Ease test management tools, audit documentation, and reporting frameworks.
Experience with customer impact assessments, negative case identification, and data privacy principles.
Executive presence with the ability to influence senior stakeholders.
Exceptional communication—clear, structured, confident.
Excellent problem-solving, decision-making, and analytical thinking.
Ability to manage ambiguity and provide clear guidance to teams.
Strong decision-making based on customer impact, risk appetite, and regulatory standards.
Ability to manage large workloads, competing priorities, and complex escalations.
Customer-first mindset, ethical reasoning, and high integrity.
Strong leadership, coaching, and team development skills

Required Qualifications And Experience

Qualifications: -

Graduates with strong, relevant experience in customer experience, compliance, audits.
Post Graduate qualification in Management, Business, Analytics, or a related discipline.

Work Experience: -

10-14 years of relevant experience in Business analysis, Product/Process Governance Product Operations, Risk / Compliance support, QA/UAT roles, COEs
Minimum 5-10 years of people leadership and cross-functional influence.
Experience in BFSI / NBFC / Regulatory Compliance is preferred.
Deep understanding of industry regulations (e.g., Data Protection, Fair Practices, Customer Rights, Sectoral Norms).

Deputy National Lead - Operations and Service