Risk Manager

The Incident Task Force (ITF) Manager is responsible for overseeing incidents that impact the contact center's operations, processes, and services. As a key member of the Incident Task Force, you will be involved in managing critical incidents and recommending preventive measures to minimize future risks. Your role as the Investigations Manager will be pivotal in ensuring compliance, security, and risk management within the organization. Your primary responsibilities will include managing incidents from end to end, recommending preventive measures, coordinating actions to mitigate impacts, and preventing recurrences. You will be responsible for maintaining timely and accurate communication with stakeholders, documenting incidents and actions taken, and analyzing patterns and trends to identify failures in policies, procedures, or internal controls. As part of your role, you will also be required to measure the effectiveness of compensatory controls, monitor and report on the status of issues and agreed actions, and possess knowledge of transformation tools and Robotics Process Automation (RPA). Proficiency in Excel, PowerPoint, and Playbook will be essential technical skills for this position. In terms of information security, you must adhere to the Teleperformance Code of Conduct, email usage policy, customer information and data security policy, as well as comply with the Non-Disclosure Agreement. To excel in this role, you should have knowledge of risk management practices, BPO expertise, and internal audit processes. Strong planning and organizational skills, excellent communication abilities, keen observation, meticulous attention to detail, and adaptability to a pressurized working environment are essential skill sets for this position. Flexibility to travel as required is also a key requirement for the Incident Task Force (ITF) Manager role.,