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Cluster Manager Operations and ServiceSenior Cluster Manager Operations and Service
Job Location:
Monthly Salary:
Posted:
17 July 2026 (30+ days ago)
Posted:
Application Deadline:
14 October 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
| 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 regulationswithout slowing delivery The role combines people leadership with hands-on governance ensuring timely and high-quality reviews impact assessments control validations and documentation for all relevant changes. The manager acts as the first-line quality gate before changes move to final approval reducing customer risk regulatory exposure and operational rework. |
| Duties and Responsibilities | Core Responsibilities: - Act as the decisioning lead interfacing between Business/COEs Product and Technology teams to translate governance into scalable timely approval 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. Participate in Testing UAT CUG and Go Live to verify that customer-facing changes behave as expected. Review UX/UI elements from customer experience point of view Validate documentation and test evidence during testings 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 Lead coach and develop the team to strengthen CX-by-design and compliance-by-design capabilities. Allocate work review outputs and ensure timely delivery of all governance activities. 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 Identify gaps in existing governance processes and propose improvements Drive standardization of checklists templates and best practices across clusters Sign off approve documentation checklists UAT evidence and decisions for low/medium-risk items Skills & Competencies: - Strong understanding of customer journeys risk controls and policy interpretation 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 People leadership and coaching abilities |
| 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: - 5-8 years of relevant experience in Business analysis Product/Process Governance Product Operations Risk / Compliance support QA/UAT roles COEs Minimum 23 years exposure to leading small teams or mentoring junior resources Experience in BFSI / NBFC / Regulatory Compliance is preferred. Basic working knowledge of regulatory concepts (data privacy fair treatment disclosures). |
Required Experience:
Manager
About Company
Bajaj Finserv is India’s most diversified non-banking finance company. Visit the website to learn about our products. Get instant approval on loans, shop on EMIs, make an investment, get insurance and pay your bills.
