Deputy General Manager

Role Purpose

To lead and strengthen governance, risk management, internal controls, compliance, and operational excellence across the Shared Services Centre (SSC) by driving preventive and detective control frameworks, reviewing process improvements, enabling automation initiatives, and ensuring regulatory and ISO compliance.

Key Responsibilities

1. Fraud Detection & Prevention

• Oversee identification of fraud risks and implementation of compensating controls.
• Supervise concurrent transactional audit framework to identify vulnerabilities.
• Strengthen and review preventive and detective control mechanisms across processes.

2. Risk Mitigation & Internal Controls

• Drive effective risk mitigation through strengthening internal control frameworks across SSC processes.
• Provide strategic guidance to Team Leads on control design and effectiveness.
• Review Test of Controls (ToC) outcomes and verification activities.
• Ensure continuous monitoring and enhancement of control environment.

3. ICFR & Audit Governance

• Oversee ICFR control testing across SSC functions.
• Review supporting evidences and approve RACM modifications, wherever required.
• Liaise with External Auditors and Corporate Internal Controls Department.
• Ensure timely resolution and closure of audit observations.

4. Process Improvement & Automation

• Lead and review process improvement and automation initiatives.
• Drive efficiency, standardization, and cost optimization programs.
• Monitor project governance and ensure realization of targeted benefits.

5. Regulatory Compliance

• Oversee and ensure timely fulfilment of all regulatory compliance requirements across SSC processes.

6. Analytics & Reporting

• Oversee delivery of analytical insights to business units and SSC Section Heads.
• Review and ensure timely, accurate, and decision-supportive reporting to higher management.

7. Operational Excellence

• Lead SSC-wide Operational Excellence and Quality enhancement initiatives, including Utkarsh activities.
• Oversee capability-building and process excellence awareness initiatives.
• Foster a culture of continuous improvement and accountability.

8. ISO & Certification Governance

• Oversee ISO frameworks (ISO 9001, ISO 27001, etc.) across SSC.
• Review documentation standards, compliance status, and audit readiness.
• Govern Internal Audits, External Certification, and Recertification processes.

9. Team Leadership & Governance

• Provide strategic direction and governance oversight to the AOE team.
• Mentor and develop team members to enhance performance and accountability.
• Ensure strong cross-functional collaboration with SSC, IT, Corporate IT, and external stakeholders.