Head of Operational Compliance, Sa - Cape Town, South Africa - Teleperformance South Africa

Thabo Mthembu

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Thabo Mthembu

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Head of Operational Compliance, SA.

Role overview

The core purpose of this role is to continuously drive up the levels of Teleperformance policy and process compliance across the South Africa Operation by demanding adherence across all Operations teams.

In doing so, this role will also drive associated compliance from supporting functions (Facilities, IT, HR) as required to drive down incidents of failure and improve compliance across the SA business.

The role will not have line management (initially at least) and will have a free reign to drive compliance and associated change across all other functions following standard risk-based methodology.

Reporting will be provided into the Head of Risk and Compliance (Primary) and Chief Operating Officer (secondary), detailing findings and agreed actions, owners and dates for delivery.

Performance will be judged by the upward improvement in compliance and reduction in incidents.

Key duties

  • Operate as part of the TP South Africa Operations leadership team, guiding, consulting and challenging compliance culture across the 1st line of defence.
  • Change the culture through driving education and awareness to recognise, accept and adhere to compliance processes and policies by default, not exception.
  • Lead as default, taking accountability and ownership of noncompliance until such times as an alternate owner is identified.
  • Lead by example and drive all other leaders to do the same. Compliance is a top down discipline.
  • Physical control testing of all sites to drive consistent compliance across all disciplines.
  • Drive education of all employees and departments (training, coaching, road shows etc as needed working with the department leads such as security, facilities, IT, HR)
  • Continuous improvement with a mindset of 100% compliance.
  • Provide local advice and guidance on risk management to foster high achieving, well controlled, business functions.
  • Working with team members across Teleperformance to support and embed risk and compliance management.
  • Facilitating the identification, analysis and evaluation of risk and controls
  • Support and challenge incident capture and analysis
  • Prepare/support monthly reports to the Head of UKISA Risk and Compliance and COO.

The role holder is expected to have the following experience:

  • Considerable (min 10 years) experience across Risk, Compliance and Operational Security in an operational floor context.
  • Strong evidence of operating as part of senior leadership teams, enforcing compliance by driving changes in behaviour by using tools such as training, awareness, communication, disciplinary, etc.
  • A strong and confident senior manager who believes in what is right, sets and delivers high standards of compliance themselves and demands the same from everyone else.

Skills Required:

  • Strong communication and teamworking skills with a proven ability to effectively work and drive engagement across different roles, clients, and stakeholder groups.
  • Regulatory experience and knowledge of why compliance in a regulated industry is so important.
  • Embedded collective continuous improvement as a core discipline.
  • Strong stakeholder Management and influencing skills.
  • Coaching skills.

Job Types:
Full-time, Permanent

Ability to Commute:

  • Cape Town, Western Cape (required)

Ability to Relocate:

  • Cape Town,

Western Cape:
Relocate before starting work (required)

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