Lead - Operations and Service

About the role

The Manager is responsible for end to end governance oversight, ensuring every product/tech change is customer centric, policy aligned, and regulatory compliant before going live. The role provides strategic leadership, ensures consistent governance quality across cluster teams, manages escalations, interfaces with senior stakeholders, and drives process maturity for the entire function.

What you'll do

• Drive the governance framework across all assigned squads, ensuring timely and high quality CX & compliance sign offs
• Serve as the principal governance reviewer for high-risk or high-impact journeys
• 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

What you need

• 7–11 yrs of experience
• Reporting
• Documentation
• Data privacy
• Business analysis
• Azure
• Process improvement
• BBA or MBA

Good to have

• Root cause analysis