Location Name: Pune Corporate Office - Mantri

Job Purpose

Support the Customer Centricity & Compliance Office by reviewing requirements across Businesses Sales, Product, Service, Collections, Operations to ensure customer-centric design and meeting applicable internal policies and external regulations—without slowing delivery

The role combines people leadership with hands-on governance, ensuring timely and high-quality reviews, impact assessments, control validations, and documentation for all relevant changes. The manager acts as the first-line quality gate before changes move to final approval, reducing customer risk, regulatory exposure, and operational rework.

Duties And Responsibilities

Core Responsibilities: -

Act as the decisioning lead interfacing between Business/COEs, Product, and Technology teams to translate governance into scalable timely approval
Own end-to-end solution design for assigned products / modules by reviewing business user stories, conducting gap analysis in collaboration with COEs & IT teams
Review user stories for basic customer experience, fair treatment, and compliance-related requirements
Highlight gaps to Product Owners / COEs and squad teams and support them in fixing the same.
Ensure CX/Compliance checklists are completed before sprint commitment.
Map all requirements to internal policies and guidelines.
Ensure correct usage of disclosures, consent language, and customer communication templates.
Assist in creating and validating acceptance criteria related to customer-centric and compliance requirements.
Participate in Testing, UAT, CUG and Go Live to verify that customer-facing changes behave as expected.
Review UX/UI elements from customer experience point of view
Validate documentation and test evidence during testings
Log defects related to missing controls, clarity issues, or non-compliance points.
Maintain checklists, review comments, and sign-off evidence in Azure / Req Ease (or relevant systems).
Coordinate with Product, Tech, QA, Risk, Compliance, Legal, Operations teams for required clarifications and follow-ups.
Involve inter department (CCCO) team members to assess risks/gaps and sign offs
Ensure timely closure of action items assigned to the analyze and or sign off
Recommend improvements or highlight gaps, flag risks/issues, escalates critical matters
Ability to understand customer journeys and identify gaps
Lead, coach, and develop the team to strengthen CX-by-design and compliance-by-design capabilities.
Allocate work, review outputs, and ensure timely delivery of all governance activities.
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
Identify gaps in existing governance processes and propose improvements
Drive standardization of checklists, templates, and best practices across clusters
Sign off, approve documentation, checklists, UAT evidence, and decisions for low/medium-risk items

Skills & Competencies: -

Strong understanding of customer journeys, risk controls, and policy interpretation
Attention to detail & structured thinking
Understanding of user stories, acceptance criteria, and simple process flow
Strong communication and documentation skills
Ability to collaborate with multiple squads
Willingness to learn policy/regulatory concepts and apply them practically
Ownership and accountability for assigned tasks
People leadership and coaching abilities

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: -

5-8 years of relevant experience in Business analysis, Product/Process Governance Product Operations, Risk / Compliance support, QA/UAT roles, COEs
Minimum 2–3 years exposure to leading small teams or mentoring junior resources
Experience in BFSI / NBFC / Regulatory Compliance is preferred.
Basic working knowledge of regulatory concepts (data privacy, fair treatment, disclosures).

Cluster Manager - Operations and Service/Senior Cluster Manager - Operations and Service