Privacy and Compliance Manager
Not Disclosed
- Kingston and St. Andrew
- Not disclosed
- Not disclosed
- Updated 06/07/2023
- Recruiter
Contributes to the overall success of the Controls and Monitoring at the Contact Centres in Canada , Jamaica and Mexico ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team's business strategies and objectives.
About Us
Advantage Communications Inc is a BPO service provider operating in Canada and the Caribbean with over 20 years of
excellence in customer care and technical support. Since 1996, we’ve led the way with call center innovation, to get
better results in customer satisfaction and cost-efficiency for telecommunications, financial services, retail, digital media,
technology, automotive, start-ups and major corporations.
With our loyal workforce, we're proud of the lowest attrition rates in the industry. Our current clients range in size from
5 full-time employees to tens of thousands, with a number of long-term client relationships between eight and 15+ years.
Advantage Communications helps organizations PowerUp their customer experience using the latest technology p
latforms and call center automation. We’re taking on the challenge, and stepping-up to new levels of customer service
performance and excellence. We want you to join us on our journey!
“Innovation, Passion and Technology are taking us to new levels of customer excellence – we’re going to challenge our
industry.” Gregg Hough, President & CEO | Advantage Communications
Career Summary:
Contributes to the overall success of the Controls and Monitoring at the Contact Centres in Canada , Jamaica and Mexico ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team's business strategies and objectives. Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures.
You will also manage key security and compliance projects with the goal of delivering every project on time, within scope and budget. You will be accountable for developing project plans, driving transformation, and coordinating the delivery of projects that have both significant business value and potential operational risk. You will also work with an extended team to monitor cost, evaluate, schedule, and allocate various resources. To be successful, you will need to be able to balance competing objectives in a complex business environment operating within the Call Centre sector.
Accountabilities:
Manages the design and implementation of a strategy and approach to Risk, Compliance, Controls, Monitoring, Loss Prevention and Policies/Processes.
Supports the implementation of new initiatives, system solutions and/or products/services by reviewing business cases, business requirements and other project documents in order to identify and mitigate possible compliance risks.
Provides centralized oversight to monitor and analyze reported regulatory compliance risks and control.
Identify and address systemic weaknesses in processes, reporting to stakeholders and senior management detailed review findings along with recommendations.
Maintains a high level of awareness and knowledge of regulatory compliance requirements to provide.
Ongoing monitoring support to the Business Units by applying a risk-based approach to identify, assess and mitigate risks.
Communicate, manage and mitigate regulatory compliance risk applicable to Contact Centre Operations.
Liaises with the appropriate business units to seek clarification and guidance on contract exceptions and/or issues.
Champions a high performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment; communicating vision/values/business strategy and managing succession and development planning for the team.
Accountable for executing and leading project plans ensuring completion of deliverables within the defined deadlines, scope, and budget.
Assist in the definition of the project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility.
Develop detailed project plans and deliverables which align with stakeholder expectations and standards.
Coordinates internal resources and/or third parties/vendors for the flawless execution of deliverables.
Manage changes to the overall project scope, schedule, and costs using the appropriate verification processes.
Employ effective project and change management methodologies to assess and minimize any project risk, escalates issues and barriers as necessary to management.
Measure project performance using appropriate tools/techniques, tracks completion of action items, and develops baseline metrics of success.
Showcase high-performing practices that can serve as a template for other areas.
Ensure control of projects/work streams: dealing with conflicting priorities, issues, risks, dependencies, and change.
Balance the demands of concurrent projects while maintaining a high level of diplomacy.
Champion project management best practices and process improvements.
Communicate program details effectively to all stakeholders providing project status updates, feedback, and reporting on projects.
Experience/ Education:
A minimum of 5 years of related work experience
Strong oral and written communication skills
Highly developed management skills to coordinate and delegate activities, and develop and maintain quality performance
Proven analytical, problem solving, influencing and relationship management skills
High degree of independence and sound judgment and discretion in reporting or escalating complex or sensitive issues in a timely manner
Expert at quickly adapting and multitasking to unforeseen changes in priorities and initiatives, and prioritizing accordingly
Contact Centre or BPO experience
PMP Certification is considered to be an asset
Certification from ISACA is considered to be an asset
Certified Internal Auditor (CIA) designation is considered to be an asset
PCI DSS knowledge is considered an asset
SOC 2 knowledge is considered an asset