Role Summary
We are looking for a senior compliance and audit professional from a BPO/KPO background to own process governance, audit assurance, and SOP integrity for our UK General Insurance delivery. You will ensure processes are compliant, well-documented, and continuously improved, build the tools that make audits and tracking efficient, and work closely with process leaders and UK clients to strengthen delivery against the SOW.
Key Responsibilities
- Review, validate, and maintain process SOPs, work instructions, and process maps for UK General Insurance operations (e.g., policy servicing, new business, claims, underwriting support)
- Design and run the audit framework: process audits, transaction quality checks, control testing, and client-mandated audits
- Ensure adherence to UK regulatory and client requirements (FCA conduct rules, Consumer Duty, UK GDPR, AML/KYC, outsourcing and TPRM requirements) and information security standards (ISO 27001)
- Build and manage workflows, trackers, dashboards, and automation using Jira, Confluence, SharePoint, Power BI, and other web-based tools for audit tracking, issue management, and reporting
- Own client and internal audit readiness: coordinate evidence, manage responses, and track findings through to closure with root cause analysis and CAPA
- Partner with process leaders and operations managers to identify gaps, reduce errors and rework, and drive continuous improvement (Lean/Six Sigma)
- Interface with UK clients on governance forums, SOW reviews, SLA/KPI performance, and compliance reporting
- Monitor risk, control breaches, and incidents; escalate and recommend preventive actions
- Coach and lead a team of auditors, quality analysts, and compliance specialists
- Present MIS, audit outcomes, and compliance scorecards to senior leadership and clients
Qualifications & Experience
- Bachelor’s degree in any discipline; Master’s/MBA preferred
- 10-14 years in BPO/KPO operations, with at least 5 years in compliance, audit, or quality leadership roles
- Hands-on experience in UK General Insurance processes (Property, Motor, Commercial, Liability, or London Market)
- Demonstrated experience in SOP review and documentation, and in building process tools using Jira and web-based applications
- Proven experience engaging UK clients and process leaders on SOW delivery, SLAs, and governance
- Certifications preferred: Six Sigma Green/Black Belt, CIA, ISO 27001 Lead Auditor, CII (Certificate/Diploma), CAMS, Jira/Atlassian certification
Key Competencies
- Strong process, controls, and regulatory mindset
- Tool-building and automation capability (Jira workflows, dashboards)
- Analytical and problem-solving skills with root cause expertise
- Client-facing presence with strong negotiation and stakeholder management
- Excellent written and verbal communication, including documentation skills
- Team leadership and coaching
Pay: ₹70,000.00 - ₹90,000.00 per month
Benefits:
- Commuter assistance
- Flexible schedule
- Food provided
- Health insurance
- Leave encashment
- Paid sick time
- Paid time off
- Provident Fund
- Work from home
Work Location: In person
