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Job Description
- Responsible for procedures and controls to assure compliance with applicable regulatory and legal requirements as well as good business practices.
- Establish and oversee formal risk analysis and self-assessments program for various Information, client surveys and processes.
- Determining audit scope and developing annual plans ensure it’s implemented correctly.
- Review the suitability of internal control design.
- Assures that COPC & ISO certification processes are compliant across the organization.
- Manages client’s negative feedback response, consolidation, global analysis and action plans per site.
- Track client satisfaction surveys implementation and action plans and ensure risk analysis is made.
- Ensure sharing of knowledge and best practices within the company and counsel managers to enhance performance and arrest attrition. Motivate and develop managers to include specific attention to individual development.
- Ensure timely preparation and review of goals and development plans for direct reports.
- Oversee all relevant compliance work-flows from [relevant local market] and manage not only internal stakeholders (e.g., management, compliance network) but also external stakeholders, such as customers and other third parties in relation to compliance demands.
- Escalate all duties and matters to the Governance Director for consistency.
- Work with different departments and the legal department to fulfill the compliance commitments for the successful closure of all relevant matters.
- Initiate, conduct and promptly reply to ad-hoc compliance issues as appropriate, within the [relevant local market] and support colleagues in understanding compliance-related risks and management of such risks.
- Support the Governance Director with reporting requirements, including presentation to various management stakeholders on an on-going basis.
- Implement Compliance Management System work streams.
- Review and roll out relevant policies and procedures and identify where local adjustments may be needed.
- Ensure consistent application of guidelines and principles and advise stakeholders whenever inquiries are received.
- Conduct and manage investigations, updating the internal investigations management system and ensure the completeness of documentation and "burden of proof" in substantiating allegations.
- Train local management and relevant stakeholders on Compliance Commitments, Anti-Corruption topics, Code of Conduct, Data Privacy and other Compliance topics as and when required.
- Instruct and guide on the general RCC Compliance Management System and build compliance capacity and embed compliance culture and know-how within the organization.
Job Requirements
- +7 Years of experience in contact center industry
- Excellent Command of English & Arabic.
- Bachelor Degree
- COPC certificate
