Job Description

Senior Executive - Internal Audit & Compliance (Customer Experience)

Location

Gurgaon, Haryana

Department

Internal Audit & Compliance (Customer Experience)

Role Purpose

The Senior Executive - Internal Audit & Compliance will be responsible for auditing customer compensation cases, ensuring compliance with company policies and regulatory guidelines, identifying financial leakages, performing root cause analysis, and supporting governance across customer experience processes. The role requires solid analytical skills, attention to detail, stakeholder management, and the ability to drive process improvements through audit insights.

Key Responsibilities

Audit & Governance
- Review and audit customer compensation cases including vouchers, NEFTs, refunds, and voucher payouts.
- Ensure cases are processed in line with company SOPs, approval matrices, and policy guidelines.
- Identify control gaps, process deviations, and non-compliance risks.
- Perform end-to-end case audits and maintain detailed audit trails.

Financial Controls




- Monitor compensation payouts to prevent duplicate payments and financial leakages.
- Validate supporting documents, approvals, and eligibility criteria before payout approval.
- Conduct periodic reviews of compensation trends and identify high-risk areas.
- Track audit savings achieved through intervention and rejection of incorrect payouts.

Compliance & Risk Management
- Ensure adherence to internal policies and applicable regulatory requirements.
- Review medical and special compensation cases against approved guidelines.
- Monitor exceptions and escalate risks to management as required.
- Support internal and external audits by providing data, reports, and documentation.

Reporting & Analytics
- Prepare daily, weekly, and monthly audit reports and dashboards.
- Analyze compensation trends, audit findings, error rates, and operational metrics.
- Present insights and recommendations to stakeholders and leadership team

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