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Senior, niche governance and controls role with CA requirement in Bangalore reduces candidate pool.
Strong preference for financial services, CA credential, and operational risk experience reduces cross-industry transferability.
Requires 15-18 years, CA credential, regulated financial services and audit/control experience, making filters highly strict.
Lead governance, controls, operational risk, compliance and quality oversight for Contact Center Operations ensuring effective processes and technology adherence to enterprise and regulatory standards.
Own Contact Center performance management including KPIs, executive reporting, Management Business Reviews, Balanced Scorecards, and drive accountability for improvement initiatives.
Lead financial analysis, AI-enabled controls and automation strategy, technology change governance, system testing, and operational readiness for Contact Center technology deployments.
Bachelor's Degree in Accounting, Finance, Business Administration or related discipline.
CA qualification is mandatory.
15-18 years of progressive experience in Operational Risk, Internal Controls, Compliance, Audit, Accounting, Finance, or Financial Services Operations.
Minimum 5 years of direct leadership experience managing professional teams.
Experienced leader in governance and controls within a highly regulated financial services or mortgage servicing environment.
Strong expertise in financial analysis, budgeting, forecasting, and business performance management with ability to influence senior leadership.
Proven track record leading operational transformation, technology modernization, AI, automation or analytics implementations in contact center or similar operations.