Join our dynamic team in Ahmedabad as a Manager within the Customer Experience domain. This role is pivotal in transforming customer interactions across various channels, including digital, AI-powered, and assisted services. You will be instrumental in ensuring program delivery aligns with risk appetite, regulatory mandates, and internal control standards, fostering safe, scalable, and customer-focused innovation. Collaborating with Technology, Digital, Operations, Risk, Compliance, Data Privacy, and Governance teams, you'll embed assurance principles from the project's inception through to its successful implementation. A key aspect of this role involves navigating governance, policies, and assurance expectations with agility.

Establish a comprehensive assurance framework tailored for Conversational Banking transformation, aligning with client standards and regulatory requirements. Define specific assurance needs for conversational AI, customer data, platform integrations, and third-party dependencies. Identify and mitigate key risks in conversational banking, such as customer harm, data privacy concerns, technology resilience, and AI controls. Advise on and support robust governance structures, including design authorities and steering committees. Develop and maintain a strategic assurance plan that integrates seamlessly with agile delivery cycles. Critically evaluate proposed controls to ensure they are robust, proportionate, and practical within iterative development models, providing constructive feedback to enhance design decisions.

We are seeking an experienced professional with 9 to 12 years of experience in a relevant field. The ideal candidate will hold a degree such as MCA, M.Tech, MBA, B.Tech, BBA, BSC, BE, or B.Com. This is a hybrid role requiring at least three days of office presence per week in Ahmedabad. Strong capabilities in risk management, compliance, data privacy, and governance are essential. Experience with agile methodologies and control frameworks is highly valued. The role demands excellent communication and collaboration skills to work effectively with diverse teams and senior stakeholders. A proactive approach to identifying and mitigating risks is crucial for success.