Job Description

Function/Department

Operations

Reporting to (position)

Regional Head - Operations Controls

Purpose of the role

To support the business objective of monitoring compliance to various policies, procedures and contracts led requirements for operations in locations under the region.

Areas of Responsibility

Perform a comprehensive and in-depth assurance review of the operations in the region to ascertain compliance to the applicable controls framework in accordance with the calendar defined for the region Perform a comprehensive and in-depth assurance review of operations on an ad-hoc basis emanating, inter-alia, from risk events, incidents, client requirements et al Obtain management comments from relevant stakeholders, formulate the observations and read-out assurance reports to key stakeholders in the region Track, report and support closure of remediation actions emerging from observations in the assurance reports Support investigations for incidents/ risk events reported in the region Support ISO and similar certifications and accreditations for the region Support client audits in the region Ensure best practice sharing of observations and remediations from each assurance report/ incident/ risk-event across locations in the region Provide intelligent inputs for improving the controls framework Judicious use of natural resources Shall adhere to environment health and safety policy/objectives and guidelines of the organization

Indicative KRA's/Budgetary and Revenue Responsibilities

Timely and comprehensive assurance reviews, with root cause analysis Timely closure of remediations against observations in the assurance reports Timely and effective investigation of incidents/ risk-events Positive outcomes from client audits

Qualification

Education:

Minimum: Graduate/ Post-graduate, Additional: certified courses in risk management/ audit

Experience

5-11 years of experience in visa facilitation operations (added advantage of being associated with service excellence/ quality function in vfs or earlier organisation)

Knowledge and Key Skills:

Critical analysis of process flows Identifying areas deviating from prescribed standards Identifying root cause of the deviations Recommending remediation actions Critical analysis of process flows Identifying areas deviating from prescribed standards Identifying root cause of the deviations * Recommending remediation actions