Vice President - Process Governance - Customer Service

Role & responsibilities

• Own the Customer Service process governance strategy, operating model, standards and review mechanisms across businesses, products and channels.
• Design and continuously strengthen governance frameworks aligned with RBI requirements, internal policies and approved service standards.
• Oversee accurate and timely regulatory and internal reporting, supported by validation, audit trails and readiness for regulatory or internal reviews.
• Own complaint identification, classification and reporting governance, including escalation of sensitive, regulatory, reputational and recurring issues.
• Lead periodic root cause analysis of complaints and high-volume interactions, and drive cross-functional corrective and preventive actions to sustained closure.
• Establish process-risk and control frameworks covering key risks, preventive and detective controls, exceptions, maker-checker requirements and control testing.
• Govern process and technology changes through impact assessment, requirements, testing, readiness, communication, training and post-implementation review.
• Drive process simplification, self-service and responsible use of analytics, automation and AI to improve customer and operational outcomes.
• Define governance scorecards and provide decision-oriented updates to senior management and committees on compliance, risks, complaints and action closure.
• Lead and develop the Process Governance team and influence senior stakeholders to resolve dependencies, secure ownership and deliver enterprise-wide improvements.

Preferred candidate profile

• 15-20 years experience in process governance in customer service managing process excellence, risk and controls, quality, compliance and transformation.
• Preferable sector NBFC or Banking.