Deputy National Lead - Operations and Service
Bajaj Finserv Health · Pune · onsite · Posted 38d ago
Not disclosed10–14 yrsfulltimeSourced from
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About this role
Location Name: Pune Corporate Office - Mantri
Job Purpose
Lead the Customer Centricity & Compliance governance across a portfolio of customer journeys, Businesses, Sales, Product, Service, Collections, Operations, Digital journeys, and end to end customer lifecycle.
Is Responsible For
Duties And Responsibilities
Core Responsibilities: -
Qualifications: -
Job Purpose
Lead the Customer Centricity & Compliance governance across a portfolio of customer journeys, Businesses, Sales, Product, Service, Collections, Operations, Digital journeys, and end to end customer lifecycle.
Is Responsible For
- Defining and driving the governance framework,
- Ensuring CX-by-design & Compliance-by-design,
- Building maturity of governance across squads and clusters, departments
- Leading managers, leads and analysts,
- Translating policies/regulations into actionable standards, and
- Reducing customer harm, regulatory exposure, and operational rework at scale.
Duties And Responsibilities
Core Responsibilities: -
- 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.
- Ensure adherence to standards such as customer fairness, data privacy, consent, disclosures, grievance norms, and regulatory codes of conduct.
- Oversee CX impact assessments, privacy reviews, negative case design, and mitigation strategies.
- Ensure customer harm scenarios are anticipated and controlled through preventive mechanisms.
- Work closely with senior stakeholders across Product, Business, IT, QA, Legal, Risk, Compliance, Service, and Operations.
- Influence senior business leaders to adopt governance best practices without slowing delivery.
- Own KRIs/KPIs for the assigned domain and publish governance dashboards to leadership.
- Track repeat issues, trends, and process breakdowns; ensure continuous improvement.
- Identify opportunities for digitizing governance workflows.
- Drive initiatives like automated checklists, evidence capture, audit trails, governance bots, or dashboards.
- Lead adoption of best practices and continuous improvement across squads.
- Lead and guide a team of 6-15 members (direct/indirect reports).
- Conduct quality reviews, coaching, and skill-building to uplift functional maturity.
- Build a strong work allocation, governance calendar, and quality assurance rhythm.
- 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
- Sign off, approve documentation, checklists, UAT evidence, and decisions for low/medium-risk items
- Act as escalation point for squads facing governance delays, regulatory interpretation issues, or CX conflicts.
- Take decisions on medium/high-risk issues
- Decision-making authority over governance priorities and resource allocation
- Block releases on customer harm or compliance breach risks
- Owns prioritization of team workload and approval of governance evidence|
- Expertise in user story review, risk/control design, CX frameworks, and compliance requirements.
- Ability to interpret regulatory guidelines and implement them in product/tech/digital/operations workflows.
- Strong command over Azure, Req Ease test management tools, audit documentation, and reporting frameworks.
- Experience with customer impact assessments, negative case identification, and data privacy principles.
- Executive presence with the ability to influence senior stakeholders.
- Exceptional communication—clear, structured, confident.
- Excellent problem-solving, decision-making, and analytical thinking.
- Ability to manage ambiguity and provide clear guidance to teams.
- Strong decision-making based on customer impact, risk appetite, and regulatory standards.
- Ability to manage large workloads, competing priorities, and complex escalations.
- Customer-first mindset, ethical reasoning, and high integrity.
- Strong leadership, coaching, and team development skills
Qualifications: -
- Graduates with strong, relevant experience in customer experience, compliance, audits.
- Post Graduate qualification in Management, Business, Analytics, or a related discipline.
- 10-14 years of relevant experience in Business analysis, Product/Process Governance Product Operations, Risk / Compliance support, QA/UAT roles, COEs
- Minimum 5-10 years of people leadership and cross-functional influence.
- Experience in BFSI / NBFC / Regulatory Compliance is preferred.
- Deep understanding of industry regulations (e.g., Data Protection, Fair Practices, Customer Rights, Sectoral Norms).
Sourced from foundit
Skills
Governance Frameworktest management toolsAudit documentationReporting frameworkscompliance requirementsData Privacy PrinciplesAzure Req Easecustomer impact assessmentsCX compliancerisk control designuser story review
About Bajaj Finserv Health
Bajaj Finserv Health
Internet
1.0k+
employees
2019
7 years old
Pune, Maharashtra
India
About
Company Overview
Bajaj Finserv Health is a health-tech company providing access to preventive, personalized & affordable healthcare for all. It is an all in one healthcare application where you can get a wide range of healthcare services such as accessing personalized healthcare plans, finding doctor clinics near you, booking appointment, storing your health records, and a lot more. At Bajaj Finserv Health, we are trying to change the way Indians access Healthcare. If you want to tackle hard and interesting problems at scale, and create an impact within an entrepreneurial environment, Join us!
Website: https://bajajfinservhealth.in/
Video links (App video) https://youtu.be/M2QHvaBC_z8
Bajaj Finserv Health Launch https://youtu.be/IrL_GDlCUhQ
Industries
Internet
Employee ratings
272 reviews
3.6/ 5
Culture
3.5
Career growth
3.1
Work-life
3.5
Employees rate it well for
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