National Lead - Operations and Service

Job description

**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 evidence| - Expertise 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).