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).
