EASTWOOD | Contract Compliance and Controls Analyst

We design, build and deliver end-to-end CX for many of the world’s most respected digital-born and vertical leading brands.  Our comprehensive east-to-west global footprint in 31 countries across five continents, with 60,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance – essential for true excellence in CX. We have deep domain expertise in tech-augmented front-to-back-office CX. Plus Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a Global Leader in Content Services, Trust & Safety. The real ‘Majorel difference’ lies in our culture of entrepreneurship. We are relentless, resourceful, resilient and agile – all pulling together as One Team. It’s the only way to deliver the total reliability and digital transformation necessary in our constantly changing world.

Company Summary:

Majorel supports clients all over the world to successfully shape their customer relationships. More than 48,000 employees in 28 countries design and implement customized solutions for this purpose. We create amazing customer experiences that people value and we are proud of. By combining talent, data, and technology, we deliver real impact for our partners. Today’s rapidly changing world is sometimes challenging for service delivery; But with our spirit of true entrepreneurship, adaptability and our drive to go further, we view it as an opportunity to innovate by getting the best from people and technology. We constantly strive for the best. We know that doing so is pursuing a moving target. It takes full commitment to go the extra mile. Mutual respect and trust is the hallmark of every successful business, and it’s the same at Majorel. We know that challenges are met and ambitions achieved through teamwork: not only amongst our colleagues, but in partnership with our clients too.

Position Summary:

Responsible for the maintenance and execution of processes to manage the successful delivery of requirements across a suite of contracts. The role will involve development and execution of controls as well as reporting. As part of this work, the successful candidate will work on multiple contracts, spanning a number of countries, sites and departments. Promotes continuous improvement in the company’s control of its contract requirements. The role will also lead a small team of controls analysts.  Contributes to moderately complex aspects of a project. Work is generally independent and collaborative in nature. Typically requires 4 to 7 years of related experience.

Overall Responsibilities:

Managing Relationships

• Provide support and guidance to key business stakeholders in implementing Majorel’s controls management system
• Work closely with all parties responsible for the delivery of contract requirements (Operations, IT, HR, etc.)
• Build and manage the relationship with local teams. Guide, and influence these teams on what is required

Managing Process and Administration

• Lead a small team of analysts
• Ensure delivery of all customer contract requirements across multiple contracts, clients and delivery sites.

• Develop and execute effective controls
• Understand, critique and recommend improvements to controls
• Support the team in the analysis of all aspects of contracts and clauses, including reviews of controls and effectiveness 

• Support the team in producing detailed structured reports on contract and controls performance

Maintaining Operational and Company Standards

• Ensure the controls management for our contracts is embedded across all relevant departments and individual roles within the company.
• Promote the best interests of the company at all times
• Support the organisation’s goals and values
• Encourage and drive quality and continuous improvement of processes used across the business
• Follow Company policies and procedures

People

• Work with a global team
• Provide excellent leadership facilitating team objectives and helps the team perform at their best, through motivating, guidance and developing them to achieve high performance.
• Carry out training that encourages and drives quality and continuous improvement of processes within the team.

Team working

• Work in a global organisation with different cultures
• Work well as part of a team and effectively coordinate with remote teams
• Work closely with counterparts in the Audit, Risk, Compliance, Information Security and Data Protection teams
• Share ideas to enhance cross-team learning and business development
• Build and maintain relationships with internal and external parties
• Support the team’s efforts to succeed

Exhibit objectivity and openness to others' views

Job Requirements:

• Bachelor’s Degree or equivalent
• 3 years’ experience in one or more of the following disciplines:  audit, compliance, contract management, legal, quality controls, project management
• Experience in executing and reporting on controls
• Excellent written and verbal communication skills in English
• Experience in team leadership or people management
• Excellent communication, relationship management and influencing skills
• Ability to analyse, present and report data
• Ability to respond and challenge at senior level
• Ability to adapt and respond to change
• This is a global role and will require up to 10% travel, depending on business demands
• Prior exposure to ISAE3402, SOX or similar standards
• Experience in management and review of contract requirements and controls
• Understanding of COSO or COBIT framework and internal controls design and evaluation methods
• Experience in a CRM/BPO customer experience business is a distinct advanta
• Have strong analytical as well as problem solving skills
• Demonstrate attention to detail
• Have an ability to function in a global team environment and work on multiple projects
• Independent thinker with capability of challenging thought process while still maintaining a strong relationship with stakeholders
• Ability to engage and communicate at all levels in the organisation
• Manage time effectively, personally and on behalf of others
• Ability to prioritise and re-prioritise work and manage service delivery targets within tight constraints
• Take ownership for workload and be proactive in approach
• Strong communication skills, using appropriate language and style of communication that is relevant to the situation and circumstances to influence
• Demonstrate sufficient self-awareness to identify personal strengths and areas for development
• Calm, reasonable and professional manner
• Flexible to change, eager to improve and develop new skills
• Display professionalism at all times

Majorel Philippines Corp. is an Equal Opportunity Employer and believes that all persons are entitled to equal employment opportunity, and the Company does not discriminate against its qualified employees or applicants because of race, color, creed, religion, sex, gender, gender identity, sexual orientation, marital status, political affiliation, union membership, national origin, ancestry, citizenship status, veteran status, age, physical or mental disability, genetic information or any other status protected by applicable federal, state or local law. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship, including recruitment, hiring, upgrading, training, promotion, transfer, discipline, layoff, recall and termination.