Cluster Manager - Operations and Service/Senior Cluster Manager - Operations and Service

Job Description

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

• 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

• 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

• Graduates with strong, relevant experience in customer experience, compliance, audits.
• Post Graduate qualification in Management, Business, Analytics, or a related discipline.

• 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).