Process Control & Compliance Manager

Job Title :- Process Control, Compliance & Re-engineering

Business Unit :- Contact Center

Sub Business Unit :- Phone Banking

Location :- Airoli ( Navi Mumbai )

Strategy and Planning To build and maintain a robust framework of process controls and compliance mechanisms that ensure regulatory adherence, operational efficiency, and a consistent, high-quality customer experience within the contact centre.

Policies, Processes& Procedures Standardize operating procedures (SOPs) across functions and ensure they reflect current legal and business requirements. Implement change control processes to ensure timely updates of SOPs with minimal disruption.

Responsibilities

1.Monitor agent adherence to standard operating procedures (SOPs), scripts, and compliance requirements (e.g., data protection, call recording policies).

2.Identify process gaps, control weaknesses, or non-compliance issues and collaborate with operations to implement corrective actions. 3.Conduct regular audits of call handling, case management, and system usage to ensure compliance with internal controls and customer service standards.

4.Develop and maintain process documentation, control checklists, and compliance guidelines for frontline teams.

5.Support the design and implementation of new processes or system updates, ensuring they align with compliance requirements and operational goals.

6.Provide training and guidance to agents and team leaders on compliance protocols and quality standards.

7.Prepare reports on compliance trends, audit findings, and risk indicators to support continuous improvement and leadership decision-making.

8.Ensure comprehensive compliance with all internal, statutory and audit requirements as relevant for various product and services from a centralized service desks perspective.

9.Attend to any audit findings and resolve them immediately as applicable.

10.Executes the established internal control systems and compiles relevant information for departmental audits, as necessary.

Internal :- IAD, RCSA, Operation Heads, BDTS