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).
