Unit Manager - Operations and Service/Senior Unit Manager - Operations and Service

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 will assist in conducting checks, preparing documentation, validating controls, and ensuring that every change going into production meets internal standards and regulatory expectations.

The role is execution-focused and designed for someone who can work with product squads, follow structured review processes, and maintain high-quality documentation and evidence.

Duties and Responsibilities

Core Responsibilities: -

• 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.
• Ensure all customer-facing content is clear, accurate, and not misleading
• Participate in Testing, UAT, CUG and Go Live to verify that customer-facing changes behave as expected.
• Validate documentation and test evidence during testing
• 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
• Review UX/UI elements from customer experience point of view

Skills & Competencies: -

• 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.

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: -

• 3–5 years of relevant experience in Business analysis, Product Operations, Risk / Compliance support, QA/UAT roles, COEs
• Experience in BFSI / NBFC / Regulatory Compliance is preferred.
• Basic working knowledge of regulatory concepts (data privacy, fair treatment, disclosures).