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
• Robust 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 reg

📌 Lead - Operations and Service (Pune)
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📍 Pune