About the role
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, Compliance, Legal, Operations teams for required clarifications and follow-ups. • Involve inter department (CCCO) team members to assess risks/gaps and sign offs • Ensure timely closure of action items assigned to the analyze and or sign off • Recommend improvements or highlight gaps, flag risks/issues, escalates critical matters • Ability to understand customer journeys and identify gaps • Lead, coach, and develop the team to strengthen CX-by-design and compliance-by-design capabilities. • Allocate work, review outputs, and ensure timely delivery of all governance activities. • 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 • Identify gaps in existing governance processes and propose improvements • Drive standardization of checklists, templates, and best practices across clusters • Sign off, approve documentation, checklists, UAT evidence, and decisions for low/medium-risk items Skills & Competencies: - • Strong understanding of customer journeys, risk controls, and policy interpretation • Attention to detail & structured thinking • Understanding of user stories, acceptance criteria, and simple process flow • Strong communication and documentation skills • Ability to collaborate with multiple squads • Willingness to learn policy/regulatory concepts and apply them practically • Ownership and accountability for assigned tasks • People leadership and coaching abilities 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: - • 5-8 years of relevant experience in Business analysis, Product/Process Governance Product Operations, Risk / Compliance support, QA/UAT roles, COEs • Minimum 2–3 years exposure to leading small teams or mentoring junior resources • Experience in BFSI / NBFC / Regulatory Compliance is preferred. • Basic working knowledge of regulatory concepts (data privacy, fair treatment, disclosures).