Senior Manager – Customer Journey Governance & Assurance, Secured Finance

Own governance and assurance of customer journeys for:Home FinanceAuto FinanceOther secured lending products as applicableEnsure journeys reflect real-world customer behaviours, constraints, and decision points, not just system flows.Journey Validation & Go-Live AssuranceValidate that journeys designed by Business and Digital teams:Align with customer needs and lifecycle expectationsAre executable across Sales, Credit, Valuations, Legal, Ops, and ServiceLead 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 ReadinessAssess readiness of:Backend systems (including multi-system hand-offs)Operational teams and partners (e.g. dealers, valuers)Service models, SLAs, scripts, and exception handlingIdentify systemic weaknesses arising from fragmented systems or processes and drive corrective actions.Risk, Compliance & Customer ProtectionEnsure secured lending journeys comply with:Regulatory and internal policy requirementsCredit, risk, and legal obligationsBalance 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 elevate systemic failures to governance forums.Work with Product, Ops, and Digital teams to close journey gaps.Senior Stakeholder Leadership & Team SupportAct 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 ExperienceMin 6 – 8 years of experience in banking operations, lending journeys, process design, CX governance, or service assuranceStrong experience with secured lending products (Home Finance and/or Auto Finance)Exposure to complex, multi-system environments strongly preferredCore CompetenciesEnd-to-end journey governanceSecured lending operations and customer flowsStakeholder challenge and escalationEducationBachelor’s degree in Business, Banking, Operations, or related field#J-18808-Ljbffr