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, Compli

📌 Cluster Manager (Pune)
🏢 Bajaj Finance
📍 Pune