Lead – NRI Services/Operations & Governance

Role Title: Lead – NRI Services, Operations & Governance

Role Purpose:

The Lead – NRI Services, Operations & Governance will be responsible for supporting branches in delivering seamless, compliant, and efficient services to NRI customers. The role acts as a central subject-matter expert and governance anchor for NRI-related processes, ensuring transactions executed by branches are in line with regulatory guidelines while continuously improving service quality, controls, and operational efficiency.

Key Responsibilities:

Branch Support & Service Delivery:

– Act as the primary support function for large branches on all NRI-related operational and service matters.

– Ensure consistent and seamless service delivery to NRI customers across supported branches.

– Provide expert guidance to branches on complex NRI transactions, documentation, and service requests.

– Resolve escalations related to NRI operations within defined turnaround times.

Training & Capability Building:

– Design and deliver regular training programs for branch staff on NRI products, processes, documentation, and regulatory requirements.

– Conduct refresher sessions and targeted training for new joiners or branches with identified gaps.

– Create and maintain standard operating procedures (SOPs), process notes, and training material for NRI services.

Process Improvement & Innovation:

– Identify opportunities to simplify NRI processes and reduce manual intervention while maintaining regulatory compliance.

– Drive process re-engineering initiatives to improve turnaround times, accuracy, and customer experience.

– Collaborate with operations, technology, and product teams to implement digital solutions and automation for NRI services.

– Promote best practices and standardization across branches.

Regulatory Compliance & Controls:

– Ensure all NRI transactions executed by branches comply with applicable regulatory and internal guidelines (RBI, FEMA, AML/KYC, etc.).

– Review branch-level NRI transactions and processes to identify gaps, risks, and control weaknesses.

– Develop, review, and monitor key NRI control reports to ensure adherence to regulatory and audit requirements.

– Support internal, concurrent, and regulatory audits related to NRI services and ensure timely closure of findings.

Reporting & Stakeholder Management:

– Prepare and present MIS, dashboards, and control reports to senior management.

– Work closely with branch banking, operations, compliance, risk, and technology teams to ensure alignment and effective execution.

– Act as a single point of contact for NRI operational governance matters for supported branches.

Key Skills & Competencies:

– Strong understanding of NRI banking, FEMA, RBI regulations, and AML/KYC norms.

– Experience in branch operations support and governance.

– Ability to interpret regulations and translate them into practical branch-level guidance.

– Strong training and communication skills.

– Analytical mindset with experience in control reporting and risk assessment.

– Process improvement and change management capabilities.

– Stakeholder management and problem-solving skills.

Qualifications & Experience:

– Graduate / Postgraduate (Finance, Banking, or related field preferred).

– 8 – 12 years of experience in NRI services, branch operations, or regulatory compliance within banking.

– Prior experience supporting large branches or regional operations preferred.