Head of Operational Risk

Position Overvie

We are looking for a highly experienced and strategic leader to head the Operational Risk Management function in our Indian Back Office BPO operations. This role is critical in ensuring operational resilience, compliance, and risk mitigation in a high-volume, process-driven environment. The ideal candidate will bring expertise in managing operational risks unique to the BPO industry, such as data security, process breakdowns, regulatory compliance, and client relationship impacts

Key Responsibilities
Risk Framework Development and Implementation Design and implement a robust operational risk management framework tailored to the unique challenges of the BPO industry. Develop risk management policies, controls, and procedures to identify, monitor, and mitigate risks across operational processes. Establish key risk indicators (KRIs) and thresholds aligned with client contracts, SLAs, and business goals.

Operational Risk Assessment and Mitigation Conduct comprehensive risk assessments for processes such as data handling, client deliverables, and workforce management. Implement preventive measures to address risks related to service disruptions, data breaches, fraud, and compliance failures. Lead the execution of periodic process audits, internal controls testing, and incident investigations.

Compliance and Governance Ensure adherence to domestic and international regulations such as GDPR, HIPAA, PCI DSS, and ISO 27001 standards. Maintain compliance with labor laws, data protection laws, and contractual obligations. Prepare risk reports for senior management, clients, and regulatory authorities.

Incident and Crisis Management Oversee incident response protocols to manage and resolve operational disruptions. Conduct root cause analysis and implement corrective actions to prevent recurrence. Develop and test business continuity and disaster recovery plans.

Stakeholder Collaboration and Team Leadership Collaborate with operations, IT, client management, and HR teams to embed risk management into daily operations. Lead, train, and mentor a team of operational risk specialists, ensuring alignment with organizational goals. Act as a key point of contact for client risk teams and external auditors.

Qualifications and Skills
Education and Experience Bachelors degree in Business, Risk Management, Operations, or a related field (Masters degree preferred). Minimum of 7-10 years of relevant operational risk management experience within the BPO industry or a similar process-driven sector. Experience managing regulatory compliance and client-facing risk discussions.

Key Competencies In-depth understanding of operational risks in BPOs, including data privacy, SLA adherence, and workforce risks. Strong analytical and problem-solving skills, with the ability to assess and mitigate complex risk scenarios. Leadership and team-building abilities with a track record of driving cross-functional collaboration. Proficiency in risk reporting, process optimization, and incident management.

Technical Skills Familiarity with risk management tools and frameworks, such as COSO or ISO 31000. Knowledge of compliance management systems and data security platforms.