Join our dynamic team as a Senior Consultant focused on Customer Experience and Conversational Banking transformation. This role is pivotal in ensuring our programs meet stringent risk appetite, regulatory obligations, and internal control standards. You will collaborate across Technology, Digital, Operations, Risk, and Compliance teams to embed assurance throughout the program lifecycle, driving safe, scalable, and customer-centric innovation.

This position offers a unique opportunity to shape the future of customer interactions by working within the Conversational Banking / Contact Center Transformation (CCT) program. You'll navigate complex governance structures and policies to ensure robust assurance expectations are met.

Key responsibilities include establishing a CCT-specific assurance framework aligned with group standards and regulatory expectations. You will define assurance requirements for conversational AI, customer data, and technology integrations. This involves identifying and mitigating key risks associated with Conversational Banking delivery, such as customer harm, data protection, and technology resilience.

You will also advise on and support effective governance structures, including design authorities and risk forums. Developing and maintaining a clear assurance plan, aligned to the delivery lifecycle, is crucial. Additionally, you will independently assess and challenge the design and effectiveness of controls proposed by delivery teams, ensuring they are robust, proportionate, and practical within agile delivery models.

We are seeking a Senior Consultant with 6 to 9 years of relevant experience. A strong understanding of risk management, assurance frameworks, and control design is essential. Experience with Conversational AI, data privacy, operational resilience, and regulatory compliance within financial services or technology sectors is highly valued.

Candidates should be adept at navigating governance, policies, and assurance expectations. A hybrid work model is expected, with a minimum of three days per week in the Ahmedabad office. Essential educational qualifications include a Bachelor's or Master's degree in relevant fields such as B.Tech, BBA, BSC, BE, B.Com, MCA, M.Tech, or MBA.