1. Identify, assess, monitor, manage, and report operational risks, including systemic risks and operational risk events, and support the development and execution of remedial action plans.

2. Oversee the consistent implementation of risk controls across multiple lines of business and monitor compliance with contractual requirements, internal policies, and operational standards.

3. Conduct root cause analysis, risk assessments, incident investigations, and control reviews to identify gaps and recommend corrective and preventive actions.

4. Build strong relationships with business stakeholders and delivery leaders, provide guidance on the risk management framework, and support risk-related investigations and crisis-management activities.

5. Support compliance with applicable standards and requirements, including ISO 27001, PCI-DSS, SSAE, and HIPAA, while contributing to continuous improvement and operational efficiency.

Required Skills : 

• First-Line Operational Risk Management

• Root Cause Analysis (RCA) and Corrective Action Planning

• Operational Risk Events and Risk Assessments

• Risk Controls, Compliance Monitoring, and Quality Processes

• Stakeholder Management, Analytical Thinking, and Problem-Solving

Qualifications : 

• College graduate in a relevant discipline.

• At least 5–6 years of relevant experience as a Risk Officer within the BPO or Shared Services industry.

• Strong understanding of risk-management controls and operational risk frameworks.

• Hands-on experience in operations, quality processes, root cause analysis, operational risk events, and risk assessments.

• Excellent influencing, interpersonal, and communication skills.

• Proficiency in Microsoft Excel and PowerPoint.

• Strong analytical skills, sound judgment, and the ability to identify practical solutions when established procedures are unavailable.

• Demonstrated cross-cultural awareness and sensitivity.

• Experience in compliance and security-related activities is preferred.

• Exposure to voice or collections lines of business is an advantage.

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