Job Description

Key Responsibilities: Governance Framework Implementation: Develop, implement, and monitor the governance framework for the BPO operations. Ensure that all operations are compliant with industry standards, regulations, and organizational policies. Ensure adherence to contractual SLAs and KPIs with clients. Policy and Procedure Management: Lead the creation, review, and enforcement of operational policies and procedures to maintain consistency and compliance. Regularly audit processes to ensure proper governance, risk management, and compliance controls are being adhered to. Address any gaps identified in the governance processes and ensure corrective actions are taken. Risk Management: Proactively identify and assess operational risks within the BPO environment. Design and implement strategies to mitigate risks, ensuring minimal disruption to operations. Lead incident management protocols and ensure appropriate actions are taken to resolve issues promptly. Stakeholder Engagement: Maintain effective communication with senior leadership and stakeholders regarding governance performance, compliance reports, and risk assessments. Act as a liaison between clients and internal teams to ensure governance policies are communicated, understood, and implemented correctly. Performance Reporting: Prepare regular governance reports for internal stakeholders and clients, highlighting performance, compliance, and any risk-related issues. Utilize KPIs, metrics, and audits to assess governance performance and implement continuous improvement initiatives. Training and Development: Lead governance-related training programs for operational staff to ensure awareness of compliance requirements and governance practices. Continuously assess and update training materials to reflect changes in industry regulations or internal policies. Continuous Improvement: Drive continuous improvement initiatives by identifying opportunities to enhance governance practices, operational efficiency, and quality control. Partner with other departments (e.g., IT, Quality Assurance, HR) to enhance governance structures and operational workflows. Client Relationship Management: Engage with clients to understand their governance expectations and ensure BPO operations meet their needs. Address any governance-related concerns or queries from clients in a timely and professional manner. Qualifications: Bachelor's degree in Business Administration, Operations Management, or a related field (Master's preferred). 3+ years of experience in operations governance, risk management, or compliance within the BPO or outsourcing industry. Must be data driven must know how to do reports / read data and do certain analysis Must know excel Proven experience in managing governance frameworks and regulatory compliance. Strong knowledge of industry standards, SLAs, KPIs, and contractual agreements in the BPO environment. Excellent communication, leadership, and stakeholder management skills. Ability to analyze data, identify trends, and implement corrective actions. Certification in Governance, Risk, and Compliance (GRC) is a plus. Skills & Competencies: Strong problem-solving and critical-thinking abilities. Detail-oriented with the ability to assess complex situations and develop practical solutions. Knowledge of compliance tools, risk management systems, and audit processes. Exceptional organizational and time management skills. Ability to work under pressure and manage competing priorities. Preferred Qualifications: Previous experience in a BPO operations leadership role. Familiarity with automation tools and digital governance frameworks. Experience working with global or multi-geography BPO operations. Working Conditions: Full-time position, with occasional travel required. Flexibility to work across different time zones, depending on client needs.