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About the Role
We are seeking a highly motivated, experienced, and strategically-minded Senior Manager 2 to assume the critical role of Cx Risk & Compliance Lead. This pivotal position is designed for an individual who thrives in a dynamic environment, possessing a deep understanding of risk management principles and their application within a customer-centric operational landscape. The successful candidate will be instrumental in safeguarding the integrity, security, and ethical standing of our Customer Experience (Cx) operations. This involves a comprehensive and proactive approach to identifying, assessing, and mitigating risks across all Cx processes, systems, and access controls. The role holder will be a key driver in fostering a culture of compliance and continuous improvement, ensuring that our Cx functions operate within established guidelines and industry best practices.
About the team
We are seeking a highly motivated, experienced, and strategically-minded Senior Manager 2 to assume the critical role of Cx Risk & Compliance Lead. This pivotal position is designed for an individual who thrives in a dynamic environment, possessing a deep understanding of risk management principles and their application within a customer-centric operational landscape. The successful candidate will be instrumental in safeguarding the integrity, security, and ethical standing of our Customer Experience (Cx) operations. This involves a comprehensive and proactive approach to identifying, assessing, and mitigating risks across all Cx processes, systems, and access controls. The role holder will be a key driver in fostering a culture of compliance and continuous improvement, ensuring that our Cx functions operate within established guidelines and industry best practices.
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You are Responsible for:
Key Responsibilities
- Holistic Risk Assessment and Scoring: Lead the end-to-end process of conducting thorough and systematic reviews of all Customer Experience (Cx) processes, workflows, and supporting infrastructure. This includes detailed analysis of system functionalities, user access rights, and role-based permissions. The objective is to proactively identify potential vulnerabilities, control gaps, and emerging risks that could impact service delivery, data security, regulatory compliance, or customer trust. Based on a defined methodology, you will be responsible for assigning appropriate and evidence-based risk scores, prioritizing areas of highest concern.
- Strategic Risk Mitigation and Control Implementation: Develop and champion comprehensive risk mitigation strategies tailored to the specific risks identified. This involves collaborating extensively with a diverse range of internal and external stakeholders to design, implement, and monitor robust control mechanisms. These controls should be both preventative and detective, aiming to minimize the likelihood and impact of identified risks. The role holder will be expected to track the effectiveness of these controls and recommend adjustments as needed.
- Cross-Functional Stakeholder Management and Influence: Cultivate strong, collaborative relationships with a broad spectrum of internal and external partners. This includes, but is not limited to, Cx Operations, Planning, Product Development teams, Channels team, Central Audit, and Information Security (InfoSec) teams. The role holder should have the ability to effectively communicate risk profiles, articulate mitigation strategies, and influence stakeholders to take ownership of risk reduction initiatives will be paramount. You will act as a central point of contact for all Cx risk and compliance matters, facilitating alignment and coordinated efforts across the organization.
- Expertise in Compliance Frameworks and Standards: Serve as the subject matter expert for relevant risk and compliance frameworks. This includes, but is not limited to, a strong working knowledge and practical application of Failure Mode and Effects Analysis (FMEA) for proactive risk identification and prioritization, as well as adherence to applicable ISO standards (e.g., ISO 27001 for Information Security Management, ISO 9001 for Quality Management). The role holder will ensure that our Cx processes and controls are consistently aligned with these internationally recognized standards, promoting best practices and demonstrating due diligence.
- Driving Control Deployment and Remediation: Proactively drive and oversee the deployment of necessary controls and corrective actions to address identified risks within their respective functional areas. This involves working directly with process owners and system administrators to ensure that recommended controls are effectively integrated into daily operations and that any identified deficiencies are remediated in a timely and effective manner. You will monitor progress and provide guidance throughout the implementation lifecycle.
- Comprehensive Reporting and Strategic Insights: Develop and maintain a robust reporting framework to regularly communicate risk status, mitigation progress, and overall compliance adherence to senior leadership and relevant governance bodies. These reports should provide clear, concise, and actionable insights, enabling informed decision-making and strategic resource allocation. You will be expected to highlight trends, anticipate future risks, and recommend proactive measures to continuously enhance our Cx risk posture.
To succeed in this role:
- Extensive Experience: A minimum of 8-12 years of progressive experience in risk management, compliance, internal audit, or a closely related field. Prior experience within a customer experience, call center, or operational environment, particularly in a large-scale enterprise, is highly preferred.
- Deep Domain Knowledge: Demonstrated strong understanding and practical application of various risk and compliance frameworks, methodologies, and tools. This must include hands-on experience with FMEA, maintaining Risk Registers & Risk Matrix,Scenario planning etc as well as a thorough understanding of relevant ISO standards and their implementation.
- Technical Acumen: Solid familiarity with system access rights management, role-based access controls, and information security best practices. An understanding of data privacy regulations and their impact on Cx operations would be a significant advantage.
- Leadership and Influencing Skills: Proven track record of successfully leading and influencing cross-functional teams without direct authority. Ability to build consensus, drive change, and achieve desired risk mitigation outcomes through effective collaboration and persuasion.
- Exceptional Communication: Outstanding verbal and written communication skills, with the ability to articulate complex risk concepts, technical details, and compliance requirements clearly and concisely to both technical and non-technical audiences, including senior executives.
- Analytical and Problem-Solving Prowess: Superior analytical capabilities coupled with strong critical thinking and problem-solving skills. A proactive and solution-oriented approach to identifying potential issues, evaluating alternatives, and implementing effective resolutions.
- Certifications (Preferred): Relevant industry certifications such as Certified Risk Manager (CRM), Certified Compliance & Ethics Professional (CCEP), ISO Lead Implementer/Auditor, or similar, are highly desirable.
- Educational Background: A Bachelor's degree in Business Administration, Finance, Information Technology, or a related field is required. A Master's degree is a plus.
