Senior Manager – Customer Journey Governance & Assurance, Secured Finance

• Own governance and assurance of customer journeys for:
• Home Finance
• Auto Finance
• Other secured lending products as applicable
• Ensure journeys reflect real-world customer behaviours, constraints, and decision points, not just system flows.

Journey Validation & Go-Live Assurance

• Validate that journeys designed by Business and Digital teams:
• Align with customer needs and lifecycle expectations
• Are executable across Sales, Credit, Valuations, Legal, Ops, and Service
• Lead end-to-end journey walkthroughs prior to go-live, identifying gaps, risks, and breakdown points.
• Act as a journey gatekeeper, escalating unresolved issues where customer impact is material.

Operational & Systems Readiness

• Assess readiness of:
• Backend systems (including multi-system hand-offs)
• Operational teams and partners (e.g. dealers, valuers)
• Service models, SLAs, scripts, and exception handling
• Identify systemic weaknesses arising from fragmented systems or processes and drive corrective actions.

Risk, Compliance & Customer Protection

• Ensure secured lending journeys comply with:
• Regulatory and internal policy requirements
• Credit, risk, and legal obligations
• Balance compliance with customer experience, highlighting where controls materially degrade customer outcomes.
• Act as a customer advocate in risk-heavy journey decisions.
• Track post-launch journey performance and customer pain points.
• Identify recurring issues and escalate systemic failures to governance forums.
• Work with Product, Ops, and Digital teams to close journey gaps.

Senior Stakeholder Leadership & Team Support

• Act as a senior journey authority and escalation point within the Journey Governance & Assurance unit.
• Support the VP / Unit Head as a deputy-level leader, providing continuity and oversight.
• Coach and guide more junior journey governance resources.
• All the above accountabilities include but not limited to any additional/new tasks or responsibilities assigned by the line Manager.

Work Experience:

• Min 6 – 8 years of experience in banking operations, lending journeys, process design, CX governance, or service assurance
• Strong experience with secured lending products (Home Finance and/or Auto Finance)
• Exposure to complex, multi-system environments strongly preferred

Core Competencies

• End-to-end journey governance
• Secured lending operations and customer flows
• Stakeholder challenge and escalation

Education:

• Bachelor’s degree in Business, Banking, Operations, or related field