Join our dynamic team focused on enhancing customer interactions through cutting-edge conversational banking and contact center transformation. This role is pivotal in ensuring our transformation programs meet stringent risk appetite, regulatory compliance, and internal control standards, fostering safe, scalable, and customer-centric innovation.

We are seeking a seasoned professional to embed robust assurance practices from the initial stages of program inception through to successful delivery and implementation. You will collaborate closely with various teams, including Technology, Digital, Operations, Risk, Compliance, Data Privacy, and Governance, to integrate assurance effectively.

Establish and define a Conversational Banking / Contact Center Transformation (CCT) specific assurance framework, aligning with group standards, policies, and regulatory requirements. Translate client risk appetite and control frameworks into program-specific assurance needs covering AI, data usage, legacy systems, and third-party dependencies.

Proactively identify and manage key risks in Conversational Banking delivery, such as customer harm, data privacy violations, and technology resilience. Design and integrate appropriate controls into delivery plans, risk registers, and product designs. Advise on and support effective governance structures, including design authorities and steering committees, providing clear insights to senior stakeholders.

Develop and maintain a comprehensive assurance plan aligned with the CCT delivery lifecycle, defining scope, cadence, and evidence requirements. Independently assess and challenge proposed controls to ensure they are robust, compliant, and proportionate to risks, supporting agile delivery models.

A minimum of 9 to 12 years of relevant experience is required for this role. The position is based in Ahmedabad and operates under a hybrid work model, mandating at least three days per week in the office.

Educational qualifications should include a Master's degree such as MCA, M.tech, or MBA, or a Bachelor's degree like B.Tech, BBA, BSC, BE, or B.Com. Essential skills encompass a strong understanding of risk management, control frameworks, data privacy, operational resilience, conversational AI, governance, compliance, and agile methodologies. Experience in navigating complex governance structures and policies is also crucial.