Vice President - Process Governance - Customer Service

SMFG INDIA CREDIT COMPANY; Mumbai; On-site; INR 3,500,000 - 6,000,000; Full time

Job summary

SMFG INDIA CREDIT COMPANY seeks a senior governance leader to own the customer service governance strategy and operating model across businesses and channels.

You will design and strengthen RBI-aligned governance frameworks, oversee regulatory and internal reporting, and drive root-cause analysis with cross-functional action plans to closure.

Qualifications

• 15-20 years experience in process governance in financial services.
• Experience in customer service, risk & controls, and transformation.

Responsibilities

• Own the customer service governance strategy, operating model and standards.
• Design governance frameworks aligned with RBI requirements and policies.
• Oversee regulatory and internal reporting with audit trails.
• Manage complaint governance, escalation and reporting.
• Lead root cause analysis of complaints and high-volume interactions.
• Establish process-risk and control frameworks with testing and maker-checker.

Skills

Process governance

Regulatory reporting

Root cause analysis

Risk & controls

Analytics & AI

Stakeholder leadership

Job description

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.