Lead - Operations and Service

Job Purpose Lead the Customer Centricity & Compliance governance across a portfolio of customer journeys, Businesses, Sales, Product, Service, Collections, Operations.
The Manager is responsible for end to end governance oversight, ensuring every product/tech change is customer centric, policy aligned, and regulatory compliant before going live.
The role provides strategic leadership, ensures consistent governance quality across cluster teams, manages escalations, interfaces with senior stakeholders, and drives process maturity for the entire function.
Duties and Responsibilities Skills & Competencies: - • Expertise in user story review, risk/control design, CX frameworks, and compliance requirements.
• Ability to interpret regulatory guidelines and implement them in product/tech 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.
• Strong communication and documentation skills • High influencing ability and stakeholder management strength.
• Excellent problem-solving, decision-making, and analytical thinking.
• Ability to manage ambiguity and provide clear guidance to teams.
• High accountability, integrity, and customer-first thinking.
• Ownership and accountability for assigned tasks • Strong leadership, coaching, and team development skills|Core Responsibilities: - • Drive the governance framework across all assigned squads, ensuring timely and high quality CX & compliance sign offs.
• Serve as the principal governance reviewer for high-risk or high-impact journeys.
• 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.
• Own KRIs/KPIs for the assigned domain and publish governance dashboards to leadership.
• Track repeat issues, trends, and process breakdowns; ensure continuous improvement.
• Identify gaps in the governance lifecycle and implement structural improvements.
• Drive standardization of checklists, templates, and governance playbooks.
• Explore automation opportunities for evidence capture, workflow approvals, and compliance tagging • Lead and guide a team of 3–6 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, with only critical items escalated to National Lead • Block releases on customer harm or compliance breach risks • Owns prioritization of team workload and approval of governance evidence 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: - • 7-11 years of relevant experience in Business analysis, Product/Process Governance Product Operations, Risk / Compliance support, QA/UAT roles, COEs • Minimum 3-5 years exposure to leading teams or mentoring junior resources • Experience in BFSI / NBFC / Regulatory Compliance is preferred.
• Basic working knowledge of regulatory concepts (data privacy, fair treatment, disclosures).