Fraud incident manager

Job Summary:

The Incident Task Force (ITF) is responsible for managing incidents that impact the contact center's operations, processes, and services. As the governing body for all critical incidents, the ITF recommends preventive measures to minimize the risk of future incidents. The Investigations Manager within the ITF will play a crucial role in investigating, ensuring compliance, security, and risk management within the organization.

Key Responsibilities:

Incident Management: Manage incidents end-to-end, impacting the contact center's operations, processes, and services

Preventive Measures: Recommend preventive measures to minimize the risk of future incidents

Coordinate actions to mitigate the incident's impact and prevent recurrence

Communication: Ensure timely and accurate communication with stakeholders, including employees and management

Documentation: Maintain detailed records of incidents, actions taken, and lessons learned in a timely manner

Analysis: Analyze patterns and trends to identify policy, procedure, or internal control failures Effectiveness

Measurement: Measure the effectiveness of compensatory controls

Follow-up: Monitor and report the status of issues and agreed actions identified during engagement work, reporting monthly status on issues

Automation: Knowledge of transformation tools and RPA (Robotics Process Automation) is preferable

Technical Skills: Proficiency in Excel, PowerPoint and Playbook Information

Security: Adhere to the Teleperformance Code of Conduct, email usage policy, and customer information and data security policy. Comply with the Non-Disclosure Agreement.

Skill Sets:

Risk Management Practices/BPO Expertise/Internal Audit: Knowledge in these areas to effectively manage and mitigate risks Planning and Organizational

Skills: Strong ability to plan and organize tasks and projects efficiently.

Communication Skills: Excellent verbal and written communication skills

Inquisitive and Observant: A keen eye for detail and a curious mindset to identify and address potential issues

Attention to Detail: Meticulous attention to detail to ensure accuracy and thoroughness in all tasks Adaptability: Ability to adapt and perform well in a pressurized working environment Willingness to Travel: Flexibility to travel as required.