Associate Manager - Change Management

Sutherland is a digital transformation company focused on delivering exceptional experiences for both customers and employees. For over 30 years, we have been entrusted with caring for our clients’ customers - a responsibility we believe we should earn every day. We are dedicated to making those experiences as delightful as possible - instantaneous, relevant, predictive and frictionless. As an early pioneer in robotic automation, we added to our core through steady investment and acquiring key capabilities. Our design capabilities marry human insight, design-thinking, and process engineering. To make these designs come to life as envisioned by our designers, we employ the latest in robotic automation, conversational AI techniques with a range of AI-ML enhanced products and cloud-based platforms.

We believe that the best relationships come from trust and value.  We call it One Sutherland.

Operational Risk and Audit professional performs risk assessments/audits under Sutherland’s Operational Risk framework, which sets out how operational risks are identified, assessed, and managed across all locations and programs. Operational Risk includes potential impacts to Sutherland, resulting from inadequate or failed internal processes, people, systems, or from an external event. The impact to the business may be financial or non-financial losses such as customer dissatisfaction, reputational or regulatory consequences. Listed below is a summary of the responsibilities :

• Assess, measure, monitor, control, and report operational risks for the audited program. Evaluate if the risk management practices are in line with the operational risk by business or industry vertical.
• Support implementation of audit strategies to mitigate risks arising out of the day-to-day operations of the programs.
• Analysis of any breaches / operational risk failure events to create mitigation plans and continuous tracking and reporting of operational loss events.
• Evaluate operational risks for new programs being launched and partner with the Solutions team to identify and recommend risk mitigation required in RFP proposals and in transitions.
• Continuous interactions with other functions to reinforce the objectives of Operational Risk and in strengthening of processes.
• To conduct and facilitate periodic self-assessments by verifying the assessment results.
• Perform any other assigned tasks as required by the leadership team w.r.t. Operational risk.

• Clear and deep understanding of Operational Risk concepts, controls and their fitment within a Operational Risk Framework.
• A proven ability of working with multiple leaders and supporting functions to deploy risk frameworks in the business.
• Strong understanding of industry best practices in respect to risk tools and developments.
• Experience in conducting various types of fraud, business risk and investigations.
• A passion for developing talent by facilitating functional and personal development for team members.
• Need candidates with minimum 8 yrs of overall experience and 5 yrs of relevant experience in Change Management
• Should have knowledge and exposure on Networking, Server, Patching and other Infra related activities.
• Should be flexible in working night shift as we would need to support 24/7
• Should have strong knowledge on reporting and analytical skills
• Should possess excellent communication, interpersonal and presentation skills.
• Should be an ITIL certified.

Education and Experience

• Bachelor’s degree or graduation in any stream
• Overall, 10 years of experience in Business Process Outsourcing industry with voice and non-voice projects.
• Min 6 years in Operational risk management exposure (not in Internal audit or Information Security). Candidates with operational experience from banking, retail, travel verticals preferred.
• Certified ISO 31000 and PIMS is a must.
• Exposure knowledge in data privacy (EUGDPR, DPA), ISO 27001, regulatory laws and other industry standards (PCI DSS) preferred.
• Should have prior experience in Incident management and fraud investigations.
• Exposure in people management is added advantage.
• An entrepreneurial mindset that is able to navigate through ambiguity and evolving business needs.
• Ability to represent the function within company leadership and client interactions (online and face to face).

Principle Accountabilities

Provide insightful analysis and interpretation of risks to the business leadership based on a thorough technical understanding of the Operational Risk Management (ORM), robust and relevant knowledge of the business and a deep/ broad external market view on risk opportunities and current best practice.

Drive leaders to make risk informed business and strategy decisions through their understanding of the business and their role in the governance of the business.

Challenge the existing risk management practices to identify, assess and control emerging risks prior to material P&L impact. Review the outcomes and work with the concerned stakeholders to design effective controls to manage operational risks within the budget and implement appropriate processes to support the outcomes.

Identify and provision for the use of any required toolset(s), for the frontline risk audit team to manage Operational Risk activity and oversee the deployment of the tools through a partnership with the business. Continuously upskill the risk auditors and risk audit managers to manage Operational Risk effectively through coaching, tools training and robust independent challenge

Build, present & drive change through the monthly analysis of emerging trends to identify the shifting trends & opportunities in reducing operational risks based on the business priority.

Lead a team of risk auditors by setting objectives and overseeing this activity by regular monitoring, feedback, and developmental support. Ensure that the responsibilities and deliverables of the team are allocated appropriately considering the relative workload, capacity, capability, and developmental requirements of the members of the team. Drive the team, individually and collectively, to achieve excellence in providing business insights and risk management expertise.

Need to have hands on experience in Infrastructire Change management