Risk and Compliance Manager - Operational Audit and Governance

Risk and Compliance Manager

Skill required: Risk & Compliance - Operational Audit & Compliance
Designation: Risk and Compliance Manager
Qualifications:Any Graduation
Years of Experience:13 to 18 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? Delivery Excellence Auditor (Operations Excellence / Governance & Controls Audit) 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. 1.Daily Governance & Performance Discipline Focus: Daily huddles, decision/RAID rigor, MoM, action tracking, escalation readiness 2.Capacity, Volume, Backlog & SLA Management Focus: Factory model, volume forecast, capacity planning, utilization/AHT, backlog/SLA risk controls 3.Quality Framework & Quality Governance Focus: Defined quality metrics, checkpoints, sampling/scoring, calibration, rebuttals, deviations, privacy in quality tools 4.Knowledge, Documentation & Capability Readiness Focus: SOP/DTP governance, PKT and refresher training, skill/cross-skill readiness, CTD/RCTD compliance 5.Controls, Compliance & Risk Mitigation (Operational Controls) Focus: Control plan governance, control execution evidence, automation opportunities, FMEA, CDP/SOX alignment, EVT/ATCAT/ACF/DMS adoption
What are we looking for? Core Skills • Strong understanding of operations governance, delivery metrics, and performance management • Ability to audit and interpret volume, capacity, AHT, utilization, SLA metrics • Working knowledge of quality frameworks (sampling, scoring, calibration, CTQ, RCA) • Familiarity with controls & compliance concepts (control plans, SOX/CDP mapping basics, evidence) • Documentation governance expertise (SOP/DTP version control, approvals, repository discipline) Analytical & Tools • Advanced Excel/Sheets (pivoting, reconciliation), Power BI (good to have) • Strong documentation and reporting (audit-ready writing) • Comfort with dashboards, trackers, and operational tools (DMS/ACF/SQF type platforms) Behavioral • High attention to detail, strong skepticism with diplomacy • Stakeholder management across delivery and client interfaces • Ability to challenge non-compliance objectively and drive closure • 5–12 years experience in Operations, Business Transformations, Operations Excellence, Delivery Governance, Process Audit, Risk & Controls, or Quality Assurance (BPO/Shared Services/GBS). • Exposure to Service Delivery environments (SLA/KPI-based operations) strongly preferred. • Certifications (good to have): Lean Six Sigma (GB), ISO/Quality, Internal Auditor, Risk/Controls, or equivalent.
Roles and Responsibilities: •Key Responsibilities (What the Auditor Will Do) Audit Planning & Execution • Conduct scheduled and ad-hoc audits across delivery teams using defined checklists aligned to the 5 practices. • Perform artefact validation (RAID, MoM, trackers, reports, control evidence) for completeness, accuracy, and timeliness. • Test data integrity across reports (volume, SLA, quality, utilization/AHT) and identify inconsistencies. • Interview stakeholders (Agents/TLs/SDL/DL/SMEs) to validate process adherence vs. documentation. Findings, Reporting & Closure • Document audit observations with objective evidence, impacted process, severity/criticality, and risk description. • Create actionable corrective action plans (CAPA) with owners, timelines, and expected outcomes. • Track closure to completion and validate sustained compliance through re-audits. • Provide trend insights (recurring gaps, systemic root causes, best practices) and contribute to governance reviews. Continuous Improvement Enablement • Recommend improvements to governance cadence, tracker standardization, quality checkpoints, training readiness controls, and controls automation. • Partner with delivery leadership to design standard templates, dashboards, and escalation routines. • Drive preventive actions using RCA/FMEA where needed, ensuring linkage to controls and operational decisions. ________________________________________ Key Deliverables • Audit plan/calendar and audit checklists (aligned to 5 practices) • Audit reports (weekly/monthly) with evidence references • CAPA / action tracker with closure status • Compliance scorecards (governance, capacity/SLA, quality, training readiness, controls) • Trend analysis deck and best-practice playbook updates