Cluster Manager - Operations and Service

Location Name: Pune Corporate Office - Mantri

Job Purpose

Support the Customer Centricity & Compliance Office by reviewing requirements across Businesses Sales, Product, Service, Collections, Operations to ensure customer-centric design and meeting applicable internal policies and external regulations—without slowing delivery

The role combines people leadership with hands-on governance, ensuring timely and high-quality reviews, impact assessments, control validations, and documentation for all relevant changes. The manager acts as the first-line quality gate before changes move to final approval, reducing customer risk, regulatory exposure, and operational rework.

Duties And Responsibilities

Core Responsibilities: -

•  Act as the decisioning lead interfacing between Business/COEs, Product, and Technology teams to translate governance into scalable timely approval
•  Own end-to-end solution design for assigned products / modules by reviewing business user stories, conducting gap analysis in collaboration with COEs & IT teams
•  Review user stories for basic customer experience, fair treatment, and compliance-related requirements
•  Highlight gaps to Product Owners / COEs and squad teams and support them in fixing the same.
•  Ensure CX/Compliance checklists are completed before sprint commitment.
•  Map all requirements to internal policies and guidelines.
•  Ensure correct usage of disclosures, consent language, and customer communication templates.
•  Assist in creating and validating acceptance criteria related to customer-centric and compliance requirements.
•  Participate in Testing, UAT, CUG and Go Live to verify that customer-facing changes behave as expected.
•  Review UX/UI elements from customer experience point of view
•  Validate documentation and test evidence during testings
•  Log defects related to missing controls, clarity issues, or non-compliance points.
•  Maintain checklists, review comments, and sign-off evidence in Azure / Req Ease (or relevant systems).
•  Coordinate with Product, Tech, QA, Risk, Compliance, Legal, Operations teams for required clarifications and follow-ups.
•  Involve inter department (CCCO) team members to assess risks/gaps and sign offs
•  Ensure timely closure of action items assigned to the analyze and or sign off
•  Recommend improvements or highlight gaps, flag risks/issues, escalates critical matters
•  Ability to understand customer journeys and identify gaps
•  Lead, coach, and develop the team to strengthen CX-by-design and compliance-by-design capabilities.
•  Allocate work, review outputs, and ensure timely delivery of all governance activities.
•  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
•  Identify gaps in existing governance processes and propose improvements
•  Drive standardization of checklists, templates, and best practices across clusters
•  Sign off, approve documentation, checklists, UAT evidence, and decisions for low/medium-risk items
  
  
  

Skills & Competencies: -

•  Strong understanding of customer journeys, risk controls, and policy interpretation
•  Attention to detail & structured thinking
•  Understanding of user stories, acceptance criteria, and simple process flow
•  Strong communication and documentation skills
•  Ability to collaborate with multiple squads
•  Willingness to learn policy/regulatory concepts and apply them practically
•  Ownership and accountability for assigned tasks
•  People leadership and coaching abilities
  
  
  

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: -

•  5-8 years of relevant experience in Business analysis, Product/Process Governance Product Operations, Risk / Compliance support, QA/UAT roles, COEs
•  Minimum 2–3 years exposure to leading small teams or mentoring junior resources
•  Experience in BFSI / NBFC / Regulatory Compliance is preferred.
•  Basic working knowledge of regulatory concepts (data privacy, fair treatment, disclosures).