Role Overview

Key Responsibilities

Process & SOP Governance

• Own and manage the organization's Process Management and SOP Governance Framework.
• Design, document, review, and maintain SOPs, Process Notes, policies, operational guidelines, and process documentation.
• Ensure all critical business processes have approved and up-to-date SOPs.
• Conduct periodic SOP reviews, updates, and version control.
• Manage process change requests and ensure appropriate governance and approvals.
• Establish standardized documentation practices across departments.
• Ensure governance documents are centrally controlled and properly version-managed.

Risk & Control Governance

• Support the development and implementation of effective risk governance and control frameworks.
• Maintain and monitor risk registers, control matrices, KRIs, action trackers, and governance dashboards.
• Coordinate with business and functional teams to identify process gaps, operational risks, and control weaknesses.
• Track risk mitigation plans and ensure action items are closed within defined timelines and SLAs.
• Monitor KRI reporting and ensure timely submission and escalation of exceptions.
• Identify opportunities to strengthen internal controls and reduce operational risks.

Regulatory & Compliance Governance

• Ensure business processes and documentation are aligned with applicable RBI, DPDP, legal, regulatory, compliance, and internal governance requirements.
• Support regulatory and internal audits by coordinating required documentation, evidence, and responses.
• Assist in maintaining regulatory and compliance-related documentation.
• Track regulatory requirements and coordinate with relevant stakeholders for implementation.
• Ensure governance processes remain aligned with applicable digital-lending and NBFC requirements.

Cross-Functional Governance

• Partner with Business, HR, Operations, Finance, Legal, Compliance, Risk, and Internal Audit teams to strengthen governance practices.
• Facilitate cross-functional governance reviews and ensure timely closure of identified actions.
• Coordinate with department heads to resolve process and control gaps.
• Drive governance initiatives across departments without relying solely on formal authority.
• Establish clear accountability for governance actions and deliverables.

Management & Committee Reporting

• Facilitate governance reviews and management reporting.
• Prepare periodic updates for senior management on key risk, compliance, process, and governance matters.
• Support Board and Risk Committee reporting with accurate, reliable, and timely information.
• Coordinate preparation of committee materials, action trackers, and supporting documentation.
• Monitor governance actions and provide timely escalation of overdue or high-risk items.

Continuous Improvement

• Identify opportunities to improve process efficiency, governance controls, and documentation standards.
• Drive standardization and automation of governance reporting and tracking.
• Promote a culture of accountability, compliance, process ownership, and continuous improvement.
• Develop practical solutions to improve governance effectiveness while balancing business requirements.

Key Success Measures (KPIs)

• 100% of critical processes have approved and current SOPs.
• SOPs are reviewed and updated within defined timelines.
• Policies and processes remain aligned with RBI, DPDP, regulatory, and internal governance requirements.
• Effective coordination of cross-functional governance activities.
• Accurate and timely Board and Risk Committee reporting.
• Centralized, controlled, and version-managed governance documentation.
• Timely KRI reporting and escalation of exceptions.
• Governance action items closed within defined SLAs.
• Risk and control remediation actions completed within agreed timelines.
• Reduction in recurring process and control gaps.

Required Experience & Qualifications

• 6+ years of relevant experience, preferably in NBFCs, Digital Lending, Fintech, BFSI, Consulting, or Shared Services.
• Strong experience in Governance, Business Operations, Risk, Compliance, Process Management, or Organizational Development.
• Hands-on expertise in:
  • SOP creation and governance
  • Process mapping and documentation
  • Policy management
  • Risk and control governance
  • KRI management
  • Risk registers and action tracking
  • Governance reporting
  • Audit and regulatory coordination
• Strong understanding of digital-lending operations and applicable regulatory requirements.
• Experience working in regulated environments, preferably NBFC / Digital Lending.

Technical Skills

• Advanced MS Excel – mandatory.
• Power BI – reporting, dashboards, and data visualization.
• Basic SQL – ability to extract and analyze data.
• Process Mapping / BPMN.
• Microsoft Visio / diagrams.net or similar process-mapping tools.
• Strong documentation and presentation skills.

Leadership & Behavioral Attributes

• Strong ownership mindset with the ability to independently drive initiatives.
• Excellent written and verbal communication skills.
• Strong attention to detail and documentation discipline.
• Structured and analytical approach to problem-solving.
• Ability to influence and collaborate with stakeholders without formal authority.
• Strong execution and follow-through mindset.
• Ability to balance strategic governance requirements with practical business needs.
• Strong stakeholder management and coordination skills.
• Commitment to accountability, compliance, risk awareness, and continuous improvement.

Preferred Candidate Profile