Lead /Senior Lead - Corporate Audit Services

The purpose is to support in the organization growth by making sure that customer service should be compliant as per process and policies.

• Monitor compliance of customer service activities including request handling, complaint resolution, TAT adherence, customer communication, documentation and closure controls.
• Lead and supervise the team to ensure effective execution of service compliance reviews across branches, back-office, digital and other customer service channels.
• Define review plans, allocate work, monitor deliverables and ensure timely completion of compliance checks, sample validations, thematic reviews and issue closures.
• Validate that customer service processes comply with approved policies, SOPs, regulatory requirements, customer fairness principles and ethical servicing standards.
• Review team findings for accuracy, completeness and evidence sufficiency, and ensure observations are clearly articulated with root cause, risk, impact and actionable recommendations.
• Drive systemic and preventive control improvements by identifying manual dependencies, process gaps, application issues and opportunities for automation or control strengthening.
• Ensure service applications, CRM workflows, complaint handling processes, customer communication templates and service channels remain aligned, synchronized and compliant.
• Engage with Service, Business, Risk, IT, PMO and COE teams for clarification of process gaps, closure of observations, implementation of corrective actions and escalation of material compliance issues.
• Coach, guide and develop team members by building process knowledge, review discipline, documentation quality and consistent compliance assessment standards.
• Review service exceptions, deviations and escalations to identify compliance gaps, repeat issues and control weaknesses requiring corrective action.
• Ensure periodic sample checks, thematic reviews and compliance testing are done over service requests, branch operations, digital service journeys and customer grievance redressal processes.
• Track open compliance issues, ensure timely remediation by process owners and validate closure with adequate evidence and audit trail.
• Partner with Service, Operations, Branch, Risk, Legal, Compliance, Technology and Product teams to strengthen controls and embed compliance-by-design in service processes.
• Prepare reports and MIS and have the same shared with SMTs for regular reviews.

• 100% process compliance no observation in further audits

• 100% coverage of service request from all the channels
• Latest process policy changes awareness for audit coverage

• Any Graduate

• Minimum graduation with 8-10 years of experience in Credit and Operations/Customer service.

• Effective verbal and written communication skills.
• Problem solving skills with strong attention to detail
• Flexible in terms of office timings
• Mortgage/Personal/Business/Consumer loan end to end journey experience
• Sound knowledge of Service applications handling such as Pennant, Customer 360, SFDC CRM etc.