Customer Service Senior Manager - Risk Management & Governance

Role & responsibilities

The Manager/ Senior Manager - Risk Management & Governance is responsible for overseeing the governance, regulatory compliance, risk management, audit coordination, and control framework for Customer Service operations. The role ensures adherence to IRDAI regulations and internal policies, drives risk mitigation and process improvements, manages audits and regulatory inspections, and provides governance oversight through reporting and analytics. The incumbent partners with cross-functional teams to strengthen controls, enhance customer outcomes, and support a culture of compliance and continuous improvement.

Regulatory Compliance & Governance

Ensure ongoing compliance with applicable IRDAI regulations, internal policies, customer service standards, SOPs, and governance requirements.

Monitor and assess the impact of regulatory changes and ensure timely implementation across customer service operations.

Establish a robust governance framework to oversee adherence to regulatory obligations, customer communication standards, grievance redressal guidelines, and regulatory turnaround time (TAT) requirements.

Risk Management & Control Oversight

Develop and maintain a risk management framework for customer service operations covering operational, regulatory, conduct, reputational, and customer outcome risks.

Identify, assess, and monitor key risks across customer service processes and channels.

Conduct periodic risk assessments, control self-assessments, and thematic reviews to evaluate control effectiveness.

Audit, Compliance Review & Regulatory Inspection Management

Serve as the central point of coordination for internal audits, external audits, compliance assessments, regulatory inspections, and governance reviews.

Coordinate with business, operations, compliance, technology, and support teams to prepare audit responses and regulatory submissions.

Ensure timely compilation and submission of audit evidence, documentation, and management representations.

Reporting, MIS & Management Governance

Ensure accurate and timely submission of all regulatory reports in accordance with reporting calendars and statutory requirements.

Develop and maintain governance dashboards, MIS reports, compliance scorecards, and management presentations for leadership forums.

Provide insights on key customer service metrics including complaints, grievances, turnaround times, service quality indicators, regulatory breaches, audit findings, and control performance.

Stakeholder Management & Governance Leadership

Build strong partnerships with internal stakeholders including Customer Service, Compliance, Risk, Legal, Operations, Technology, Internal Audit, and Senior Leadership.

Act as a trusted advisor to management on governance, compliance, risk, and control-related matters.