Job Purpose The purpose is to support in the organization growth by making sure that customer service should be compliant as per process and policies. Duties and Responsibilities Major Activities carried out by the role 1. To validate that customer service is aligns with customer fairness and ethical standards. 2. Monitor compliance of customer service activities including request handling, complaint resolution, TAT adherence, customer communication, documentation and closure controls. 3. Review service exceptions, deviations and escalations to identify compliance gaps, repeat issues and control weaknesses requiring corrective action. 4. Conduct periodic sample checks, thematic reviews and compliance testing over service requests, branch operations, digital service journeys and customer grievance redressal processes. 5. Track open compliance issues, ensure timely remediation by process owners and validate closure with adequate evidence and audit trail. 6. Partner with Service, Operations, Branch, Risk, Legal, Compliance, Technology and Product teams to strengthen controls and embed compliance-by-design in service processes. 7. Ensure completeness of process documents, maintenance & update SOPs as per process. 8. To ensure compliance is systemically enforced, not manually dependent. 9. Ensuring process is running as per policy agreed at the board & as per regulatory 10. Validate all service applications and channels to ensure synchronization 11. Communication governance to ensure all customer communications are clear, accurate, fair, and non-misleading. Key Decisions / Dimensions 100% process compliance & no observation in further audits Major Challenges 100% coverage of service request from all the channels Latest process & policy changes awareness for audit coverage Required Qualifications and Experience a) Qualifications Any Graduate b) Work Experience Minimum graduation with 6-8 years of experience in Credit and Operations/Customer service. c) Skills Keywords Effective verbal and written communication skills. Problem solving skills with strong attention to detail Flexible in terms of office timings Mortgage/Personal/Business/Consumer loan end to end journey experience Sound knowledge of Service applications handling such as Pennant, Customer 360, SFDC CRM etc.