Fraud Compliance Manager (SRA)

TP; Davao City; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

TP is seeking a Compliance Manager to lead and enhance the organization's compliance program across operations. You will identify risks, implement controls, conduct audits, and promote a culture of accountability.

As part of the role, you will collaborate with Legal, Information Security, HR, and Quality Assurance to ensure regulatory and contractual obligations are met, while guiding training and due diligence across vendors and audits.

Qualifications

• Bachelor's degree required in a related field.
• Minimum of two years of compliance, risk management, internal audit, data privacy, information security, or quality assurance experience.
• At least two years of supervisory or managerial experience.
• Experience in a BPO, contact center, shared-services, telecommunications, or technology environment preferred.
• Working knowledge of applicable compliance, SRA frameworks, and client-specific regulatory requirements.
• Relevant certifications in compliance, privacy, risk, audit, or information security are an advantage.

Responsibilities

• Develop, implement, and regularly review compliance policies, procedures, controls, and monitoring programs.
• Monitor changes in laws, regulations, client requirements, and industry standards affecting operations.
• Conduct compliance risk assessments, internal audits, control testing, and operational reviews.
• Maintain the compliance risk register and monitor mitigation and corrective-action plans.
• Ensure compliance with data privacy, information security, consumer protection, employment, and industry-specific requirements.
• Review client contracts and SLAs to identify compliance obligations.
• Investigate suspected policy violations, control failures, privacy incidents, misconduct, and other concerns.
• Perform root-cause analysis and recommend corrective actions.
• Track audit findings and verify closure of actions.
• Partner with QA and Training to incorporate compliance into monitoring, onboarding, and refresher programs.
• Develop and deliver mandatory training on compliance, ethics, data privacy, and client requirements.
• Support client, regulatory, certification, and third-party audits with audit-ready docs.
• Conduct due diligence and monitoring for vendors and service providers.
• Prepare compliance reports and dashboards for senior management and governance teams.
• Escalate significant risks and incidents to stakeholders.

Skills

Compliance and risk management

Internal auditing and control testing

Data privacy and information security

Incident investigation and root-cause

Policy development and implementation

Stakeholder and client management

Clear written and verbal communication

Integrity and professional judgment

Managing sensitive information and pri

Education

Bachelor's degree in Business Administration, Legal Management, Accounting, Finance, Risk Management, Information Security, or related field

Job description

The Compliance Manager leads the organization's/client's/project's compliance program and ensures that Operations adhere to applicable laws, regulatory requirements, client contracts, industry standards, and internal policies. The role works closely with Operations, Quality Assurance, Training, Human Resources, Information Security, Legal, GIRT, and Client Services to identify risks, implement controls, conduct audits, investigate incidents, and promote a strong culture of compliance and accountability.

Key Responsibilities

• Develop, implement, and regularly review compliance policies, procedures, controls, and monitoring programs.
• Monitor changes in laws, regulations, client requirements, and industry standards that affect BPO operations.
• Conduct compliance risk assessments, internal audits, control testing, and operational reviews.
• Maintain the compliance risk register and monitor mitigation and corrective-action plans.
• Ensure compliance with applicable data privacy, information security, consumer protection, employment, and industry-specific requirements.
• Review client contracts, service-level agreements, and operating procedures to identify and implement compliance obligations.
• Investigate suspected policy violations, control failures, privacy incidents, misconduct, and other compliance concerns.
• Perform root-cause analysis and recommend corrective and preventive actions.
• Track audit findings and verify the timely and effective closure of action items.
• Partner with Quality Assurance and Training to incorporate compliance requirements into monitoring, coaching, onboarding, and refresher programs.
• Develop and deliver mandatory compliance, ethics, data privacy, and client-specific training.
• Support client, regulatory, certification, and third-party audits by maintaining accurate and audit-ready documentation.
• Conduct compliance due diligence and monitoring for vendors, contractors, and service providers.
• Prepare compliance reports and dashboards for senior management, clients, and governance Teams.
• Escalate significant compliance risks and incidents to the appropriate stakeholders.

Key Performance Indicators

• Compliance and client audit results
• Number and severity of compliance incidents
• Corrective-action closure and timeliness
• Repeat-finding rate
• Mandatory training completion
• Reduction in critical compliance errors
• Policy review completion
• Effectiveness of implemented controls

Qualifications

• Bachelor's degree in Business Administration, Legal Management, Accounting, Finance, Risk Management, Information Security, or a related field.
• Minimum of two years of experience in compliance, risk management, internal audit, data privacy, information security, or quality assurance.
• At least two years of supervisory or managerial experience.
• Experience in a BPO, contact center, shared-services, telecommunications, or technology environment is preferred.
• Working knowledge of applicable compliance, SRA frameworks, and client-specific regulatory requirements.
• Relevant compliance, privacy, risk, audit, or information-security certification is an advantage.

Core Competencies

• Compliance and risk management
• Internal auditing and control testing
• Data privacy and information security
• Incident investigation and root-cause analysis
• Policy development and implementation
• Stakeholder and client management
• Strong analytical and problem-solving skills
• Clear written and verbal communication
• Integrity, objectivity, and sound professional judgment
• Ability to manage sensitive information and multiple priorities