Risk and Compliance Manager
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
Gurugram
Énoncé sur l’égalité d’accès à l’emploi, Demandes d’accommodement et Autres énoncés en matière d’emploi
Notre engagement envers l’inclusion et la diversité
Chez Accenture, l’inclusion et la diversité sont essentielles à notre culture et font partie intégrante de nos valeurs fondamentales. Nous sommes engagés à créer un environnement où nos employés sont à l’aise, sont eux-mêmes et contribuent. À l’image du Canada, le personnel d’Accenture est composé d’une très grande variété de cultures, d’origines ethniques, de croyances, d’expériences et de langues. Nous offrons un environnement inclusif, sans égard aux caractéristiques personnelles comme l’origine ethnique, la religion, le genre, l’orientation sexuelle, l’identité ou l’expression du genre, l’âge ou le handicap.
Demandes d’accommodement
Accenture s’engage à offrir l’égalité d’accès à l’emploi aux personnes handicapées ou pratiquant une religion, notamment en offrant les accommodements raisonnables nécessaires. Si vous êtes embauché par Accenture et que vous avez besoin d’accommodements pour remplir les fonctions essentielles de votre rôle, vous serez invité à participer à notre processus d’accommodement raisonnable. Les accommodements consentis pour faciliter le processus de recrutement ne sont pas une garantie d’accommodements futurs ou continus après l’embauche.
Si vous souhaitez être pris en considération pour un emploi chez Accenture, et que vous avez besoin d’accommodements pour un handicap ou une pratique religieuse, veuillez nous appeler sans frais au 1-877-889‑9009, envoyez-nous un courriel ou communiquez avec le service de recrutement.
Autres énoncés en matière d’emploi
Nous avons pour objectif d’offrir à notre personnel des postes à proximité de leur lieu de résidence. Cependant, étant donné la nature de nos activités et nos obligations envers nos clients, nos employés doivent être prêts à voyager au besoin.
Les candidats à un emploi ne sont pas tenus de divulguer les infractions pour lesquelles une grâce a été accordée.
Afin de vous offrir le processus de recrutement le plus efficace, Accenture peut utiliser l'intelligence artificielle pour déterminer la correspondance entre votre candidature et les exigences du poste auquel vous avez postulé. La décision définitive sera toujours prise par l’équipe de recrutement après avoir examiné l’intégralité de votre profil de candidat(e). Durant le processus de soumission de candidature, vous pouvez choisir de ne pas participer à ce processus de sélection par intelligence artificielle et être assuré(e) que cela n’aura pas d’impact négatif sur votre perspective d’emploi chez Accenture.
We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.
We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.
At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.
Join Accenture to work at the heart of change. Visit us at www.accenture.com.