Role Purpose:

Is to make sure that operation is conducting its business in full compliance with internal and external rules/regulations to ensure best customer experience, as well as professional standards, accepted business practices, and internal standards
 

Core competencies, knowledge and experience:

•    Excellent stakeholders management
•    Outstanding communication skills
•    Excellent presentation skills
•    Strong analytical skills
•    Problem solving 
•    Creativity and innovation
 

Key Accountabilities and Decision ownership:

•    Develop and implement an effective compliance program to ensure adherence to internal/external rules and regulations
•    Create sound internal controls and monitor adherence to them
•    Proactively audit processes and practices to identify weaknesses and failures
•    Collaborate with Quality and HR when needed
•    Set plans to manage compliance violations
•    Investigate complaints raised by local markets and partners to spot failures
•    Educate and train employees on regulations/process when needed
•    Govern on recommended actions sent according to consequence matrix
•    Analyze trends and prepare periodical reports to track progress and spot gaps
•    Track individuals compliance performance and provide dashboard
 

Must have technical / professional qualifications:

•    Minimum of 1 year experience in contact center industry
•    Minimum of 1 years experience in German Account account (Customer facing).
•    Excellent MS Office skills (Excel, PowerPoint, Word …)
•    Ability to communicate to various levels effectively
•    German Language Level (C2)
•    Familiar with the technicality/ Knowledge of GE consumer Care (Mobile Unit – Customer facing)
 

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