National Lead Operations and Service
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Monthly Salary:
Posted on:
7 hours ago
Vacancies:
1 Vacancy
Job Summary
| 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 modules |
| Duties 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 lifecyclebacklog 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. Influence senior business leaders to adopt governance best practices without slowing delivery. Own KRIs/KPIs for the assigned domain and publish governance dashboards to leadership. Track repeat issues trends and process breakdowns; ensure continuous improvement. Identify opportunities for digitizing governance workflows. Drive initiatives like automated checklists evidence capture audit trails governance bots or dashboards. Lead adoption of best practices and continuous improvement across squads. Lead and guide a team of 6-15 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 Decision-making authority over governance priorities and resource allocation Block releases on customer harm or compliance breach risks Owns prioritization of team workload and approval of governance evidenceExpertise in user story review risk/control design CX frameworks and compliance requirements. Ability to interpret regulatory guidelines and implement them in product/tech/digital/operations 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. Executive presence with the ability to influence senior stakeholders. Exceptional communicationclear structured confident. Excellent problem-solving decision-making and analytical thinking. Ability to manage ambiguity and provide clear guidance to teams. Strong decision-making based on customer impact risk appetite and regulatory standards. Ability to manage large workloads competing priorities and complex escalations. Customer-first mindset ethical reasoning and high integrity. Strong leadership coaching and team development skills |
| 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: - 10-14 years of relevant experience in Business analysis Product/Process Governance Product Operations Risk / Compliance support QA/UAT roles COEs Minimum 5-10 years of people leadership and cross-functional influence. Experience in BFSI / NBFC / Regulatory Compliance is preferred. Deep understanding of industry regulations (e.g. Data Protection Fair Practices Customer Rights Sectoral Norms). |
Key Skills
- Customer Service
- ABAP
- Apps
- Electronics Engineering
- Large Account Management
- Client Services
About Company
Bajaj Finserv is India’s most diversified non-banking finance company. Visit the website to learn about our products. Get instant approval on loans, shop on EMIs, make an investment, get insurance and pay your bills.
