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, modulesDuties 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 current 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

📌 National Lead (Pune)
🏢 Bajaj Finance
📍 Pune