Operational Risk Management Manager

Job Title: Manager

Department: Operational Risk Management (ORM)

Location: Hyderabad

Position Summary

Operational Risk and Audit professional under risk assessments/audits under Sutherlands Operational Risk framework, which sets out how operational risks are identified, assessed, and managed across all locations and programs. Operational Risk includes potential impacts to Sutherland, resulting from inadequate or failed internal processes, people, systems, or from an external event. The impact to the business may be financial or non-financial losses such as customer dissatisfaction, reputational or regulatory consequences. Listed below is a summary of the responsibilities.

• Assess, measure, monitor, control, and report operational risks for the audited program. Evaluate if the risk management practices are in line with the operational risk by business or industry vertical.
• Support implementation of audit strategies to mitigate risks arising out of the day-to-day operations of the programs.
• Analysis of any breaches / operational risk failure events to create mitigation plans and continuous tracking and reporting of operational loss events.
• Evaluate operational risks for new programs being launched and partner with the Solutions team to identify and recommend risk mitigation required in RFP proposals and in transitions.
• Continuous interactions with other functions to reinforce the objectives of Operational Risk and in strengthening of processes.
• To conduct and facilitate periodic self-assessments by verifying the assessment results.
• Perform any other assigned tasks as required by the leadership team w.r.t. Operational risk.

Job Qualifications

• Clear and deep understanding of Operational Risk concepts, controls and their fitment within an Operational Risk Framework across all Industries.
• A proven ability of working with multiple leaders and supporting functions to deploy risk frameworks in the business.
• Strong understanding of industry best practices in respect to risk tools and developments.
• Experience in conducting various types of fraud, business risk and investigations.
• A passion for developing talent by facilitating functional and personal development for team members.
• Excellent command of the English language with strong written and oral communication skills and an ability to communicate and influence effectively at all levels in the business.
• Hands on experience in driving change management in operating environments.

Education and Experience

• Bachelor’s degree or graduation in any stream
• Overall, 15 years of experience in Business Process Outsourcing industry with voice and non-voice projects.
• Min 10 years in Operational risk management exposure (not in Internal audit or Information Security). Candidates with operational experience from travel and BFS verticals preferred.
• Exposure knowledge in data privacy (EUGDPR, DPA), ISO 27001, regulatory laws and other industry standards (PCI DSS) preferred.
• Should have prior experience in Incident management and fraud investigations.
• Exposure in people management is an added advantage.
• An entrepreneurial mindset that can navigate through ambiguity and evolving business needs.
• Ability to represent the function within company leadership and client interactions (online and face to face).

Principle Accountabilities

Provide insightful analysis and interpretation of risks to the business leadership based on a thorough technical understanding of the Operational Risk Management (ORM), robust and relevant knowledge of the business and a deep/ broad external market view on risk opportunities and current best practice.

Drive leaders to make risk informed business and strategy decisions through their understanding of the business and their role in the governance of the business.

Challenge the existing risk management practices to identify, assess and control emerging risks prior to material P&L impact. Review the outcomes and work with the concerned stakeholders to design effective controls to manage operational risks within the budget and implement appropriate processes to support the outcomes.

Identify and provision for the use of any required toolset(s), for the frontline risk audit team to manage Operational Risk activity and oversee the deployment of the tools through a partnership with the business. Continuously upskill the risk auditors and risk audit managers to manage Operational Risk effectively through coaching, tools training and robust independent challenge

Build, present & drive changes through the monthly analysis of emerging trends to identify the shifting trends & opportunities in reducing operational risks based on the business priority.

Lead a team of risk auditors by setting objectives and overseeing this activity by regular monitoring, feedback, and developmental support. Ensure that the responsibilities and deliverables of the team are allocated appropriately considering the relative workload, capacity, capability, and developmental requirements of the members of the team. Drive the team, individually and collectively, to achieve excellence in providing business insights and risk management expertise.