Risk and Compliance Assoc Manager

---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- POSITION TITLE: Risk and Compliance Assoc Manager WORK SETUP: Hybrid RESPONSIBILITIES: • The Delivery Excellence Auditor is responsible for assessing and improving delivery rigor across operations by auditing five core practices—Daily Governance, Capacity & SLA Management, Quality Framework, Knowledge & Capability Readiness, and Controls & Compliance. The role ensures teams follow defined operating rhythms, maintain audit-ready documentation, manage volume-to-capacity effectively, sustain quality governance, and demonstrate robust control execution with measurable closure of gaps. Scope: 5 Key Practices Covered 1) Daily Governance & Performance Discipline Focus: Daily huddles, decision/RAID rigor, MoM, action tracking, escalation readiness Core audit outcomes: • Verify that daily huddles occur consistently and are attended by the right roles (Analysts/TLs). • Check that huddles follow a time-bound agenda, are data-driven, and conclude within planned duration. • Assess whether RAID logs and Minutes of Meeting (MoM) are updated, standardized, shared, and traceable. • Confirm pending actions are reviewed daily, owners and due dates are assigned, and closures are tracked. • Ensure governance decisions are documented and linked to RAID/issue trackers and escalation matrix. Typical artefacts audited: • RAID Log, MoM/Minutes, Daily governance deck/notes, Escalation matrix 2) Capacity, Volume, Backlog & SLA Management Focus: Factory model, volume forecast, capacity planning, utilization/AHT, backlog/SLA risk controls Core audit outcomes: • Validate daily/weekly review of previous day’s closing volume, new volume classification, and carry-forward/backlog. • Ensure expected volume forecast exists (including seasonality and upstream factors when applicable). • Assess capacity calculations using actual availability (leave, shrinkage), not just headcount. • Verify linkage between volume–capacity mismatch and task allocation decisions (targets, load balancing). • Check SLA governance: SLA dashboards, risk identification for at-risk items, mitigation plans, and RCA for misses. • Confirm proper monitoring of urgent requests (prioritization rules, flagging mechanism, TL monitoring). Typical artefacts audited: • Factory model worksheet, Volume tracker, SOD/EOD reports, AHT reports, Utilization/GPH reports, Agent scorecards, Capacity plans, Urgent request tracker, Reconciliation/inventory reports, DMS reports 3) Quality Framework & Quality Governance Focus: Defined quality metrics, checkpoints, sampling/scoring, calibration, rebuttals, deviations, privacy in quality tools Core audit outcomes: • Confirm quality metrics and QC checklists are documented, consistent across teams, and communicated. • Validate quality coverage across stages: input, in-process, and output checkpoints; CTQs defined per stage. • Assess sampling methodology, check frequency alignment to volumes, and standardized scoring guidelines. • Verify calibration routine OTHERS: Project Shift Schedule: Night Shift Project Rest Day: Weekends Off Project/Team Location: Muntinlupa Axis One

SKILL AND QUALIFICATIONS: • At least 7 to 8 years auditing skills/background; 5 years supervisory experience • From known auditing firms - Good to have • Preferably a CPA/CIA (Certified Internal Auditor) or with similar relevant certification/experience

Muntinlupa

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