Description
The Director, Contact Center Governance, Controls & Performance Management leads the governance, risk, control, compliance, financial, and performance-management framework for Contact Center Operations. The role partners with Operations, Technology, Risk, Compliance, Finance, Quality, and Change Management teams; oversees audits, regulatory examinations, executive reporting, KPI governance, financial analysis, technology change governance, and AI-enabled controls and quality assurance. It requires a bachelor’s degree in accounting, finance, business administration, or a related discipline, CA ISA certification, and 15–18 years of progressive experience in operational risk, internal controls, compliance, audit, accounting, finance, or financial services operations, including at least five years of direct leadership experience. The schedule is 3:00 p.m. to midnight with minimal travel.
