Director of Risk and Compliance

The Opportunity | The Director of Risk and Compliance

The Director of Risk and Compliance is responsible for overseeing and managing the risk and compliance functions of Teleperformance Philippines. The Director of Risk and Compliance ensures that the Teleperformance services are delivered in accordance with the contractual obligations, regulatory requirements, industry standards, and best practices. The Director of Risk and Compliance also develops and implements policies, procedures, and controls to mitigate and monitor the risks and compliance issues that may arise in the BPO operations.

The Director of Risk and Compliance reports to the Chief of Staff and works closely with the senior management team, the clients, the regulators, and the external auditors. The Director of Risk and Compliance leads and supervises a team of risk and compliance professionals and provides them with guidance and support. The Director of Risk and Compliance also liaises with the internal and external stakeholders to ensure effective communication and collaboration on risk and compliance matters.

The Responsibilities and Duties:

• Manage planning and execution of various Risk and Compliance initiatives
• Assess the service delivery control environment and evaluate adherence to client-identified contractual requirements, Teleperformance policies, and standards.
• Effectively evaluate review results, weighing the relevancy, accuracy, and perspective of conclusions against the accumulated evidence.
• Conduct risk assessments and audits to evaluate the effectiveness of existing controls.
• Develop and monitor key risk indicators (KRIs) and mitigation plans.
• Ensure compliance with all relevant laws, regulations, and industry standards.
• Develop and implement compliance programs and training for employees.
• Monitor regulatory changes and advise the organization on necessary actions.
• Communicate effectively with senior management, providing regular updates on risk and compliance matters.
• Prepare and present risk and compliance reports to the executive team and Country CEO
• Maintain accurate and up-to-date documentation of risk assessments, compliance activities, and audit results.
• Develop and maintain a compliance database to track regulatory requirements and compliance status.
• Implement continuous improvement initiatives to enhance the effectiveness of the risk and compliance function.
• Promote a culture of continuous learning and improvement within the team and across the organization.
• Develop and implement long-term strategies for risk management and compliance in alignment with organizational goals.
• Participate in strategic planning sessions and provide insights on potential risks and compliance issues.
• Identify, assess, and resolve complex issues/non-standard issues/problems largely on own initiative
• Exhibit creativity and innovation in recommending improvements to review practices and processes.
• Be effective in communicating review results, both verbally and in writing, so they are persuasive, placed in the appropriate context, and understood by the recipient/reviewee.
• Seek advice and escalates issues when faced with tasks/problems outside the normal scope of the job.
• Monitor and provide assurance that the identified findings and actions are tracked to closure and report to leadership thereon.
• Coordinate implementation and maintenance of risk self-assessment programs across service delivery, such as Service Risk Assessment Draft.
• Support the on-demand and Mobilization Reviews and work with the Service Delivery to look for opportunities.
• Support continuous improvement and organization development activities
• Support service delivery in preparation for the client or industry-specific certification and compliance programs

The Qualifications

• At least 8-10 years of experience in auditing, risk and compliance management, preferably in the BPO industry or a related field.
• Proven experience in leading and managing teams.
• Excellent analytical, problem-solving, and decision-making skills.
• Excellent attention to detail, accuracy, and quality.
• Strong communication and interpersonal skills, with the ability to influence and collaborate at all levels of the organization.
• High ethical standards and a commitment to maintaining confidentiality and integrity.
• Bachelor's degree or higher in business, finance, law, or a relevant discipline.
• Strong knowledge of regulatory requirements and industry standards.
• Professional certification in risk and compliance, such as Certified Risk and Compliance Management Professional (CRCMP), Certified in Risk and Information Systems Control (CRISC), or Certified Compliance and Ethics Professional (CCEP).
• Strong knowledge of the BPO industry, its processes, its challenges, and its opportunities.
• Strong knowledge of the applicable laws, regulations, standards, and best practices that govern the BPO industry, such as the Sarbanes-Oxley Act (SOX), the General Data Protection Regulation (GDPR), the Payment Card Industry Data Security Standard (PCI DSS), and the International Organization for Standardization (ISO) standards.
• Excellent leadership, management, and communication skills.
• Ability to work under pressure, meet deadlines, and handle multiple tasks.
• Ability to work independently and collaboratively with diverse teams and stakeholders.