National Lead - Operations and Service

About the role

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

What you'll do

• 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

What you need

• 10–14 yrs of experience
• Business analysis
• Reporting
• Process improvement
• Data privacy
• Documentation
• Root cause analysis
• BBA or MBA

Good to have

• Azure