Deputy National Lead - Operations and Service

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 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 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 communication—clear, 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). |