Role Summary

You will own compliance across our global delivery operations, covering client contractual obligations, information security and privacy, industry regulations, and labor and statutory requirements. Our clients (in [BFSI, healthcare, telecom, retail, etc.]) audit us constantly and expect bank-grade controls, so this leader ensures we pass those audits and turn compliance into a reason clients choose and stay with us.

Key Responsibilities

Compliance framework and certifications

- Own the compliance framework across all delivery centers, including work-from-home and hybrid delivery

- Maintain and renew certifications and attestations: ISO 27001, ISO 27701, SOC 1 / SOC 2 Type II, PCI-DSS, and HIPAA readiness

- Run the compliance risk assessment, control testing, and continuous monitoring across sites and programs

Client audits and contractual compliance

- Serve as the primary contact for client audits, due diligence questionnaires, and regulator-driven client assessments, including those from banks under outsourcing rules such as the RBI outsourcing directions

- Review and negotiate compliance, data protection, and audit clauses in MSAs, SOWs, and DPAs with Legal and Sales

- Track obligations by client and ensure delivery teams follow them, such as call recording, data retention, and access restrictions

- Own audit findings through closure with explicit remediation ownership and timelines

Data privacy and protection

- Lead the privacy program under GDPR, India's DPDP Act, and other applicable laws, including data mapping, cross-border transfer controls, breach response, and data subject requests

- Govern handling of sensitive data in voice and non-voice processes: PII, PCI, PHI, and financial data

- Partner with the CISO and IT on access controls, DLP, clean-desk and secure-floor policies, BYOD, and remote-work security





Industry and process compliance

- Ensure adherence to customer-facing regulations relevant to our client mix, such as TCPA and telemarketing rules, FDCPA / Reg F for collections, consumer protection norms, and fair-treatment requirements

- Oversee quality and conduct monitoring: call and chat compliance scoring, script adherence, mis-selling, and complaint handling

- Embed AML/KYC and fraud controls in financial-services processes, where applicable

People, vendor, and statutory compliance

- Oversee background verification standards, training and certification requirements, and employee conduct policies

- Ensure compliance with labor and statutory requirements (Shops & Establishments, POSH, night-shift and transport rules, SEZ/STPI conditions) working with HR and Admin

- Run third-party and subcontractor risk management for technology vendors, staffing partners, and sub-processors

AI and emerging risk

- Establish governance for AI, GenAI, speech analytics, and automation in delivery, covering client approval, data use, model risk, and human oversight

Governance, reporting, and team

- Report compliance posture, incidents, and audit outcomes to the executive team, Board, and key clients

- Own the code of conduct, whistleblower and ethics mechanism, and investigations

- Build and lead a compliance, audit, and privacy team, with site-level compliance leads

- Manage the compliance budget and GRC tooling (e.g., ServiceNow GRC or equivalent)

Qualifications

Required





- Bachelor's degree in Engineering, Law, Commerce, or a related field; MBA or postgraduate qualification preferred

- [1215] years of experience in compliance, risk, information security governance, or audit, with [5+] years leading teams

- Hands-on experience managing external audits and attestations (SOC 2, ISO 27001, PCI-DSS) end to end

- Working knowledge of data privacy laws (GDPR, DPDP Act) and information security frameworks (NIST, ISO)

- Experience handling client audits in a services, BPO, IT-ITeS, or outsourcing environment

Preferred

- Certifications such as CISSP, CISA, CISM, ISO 27001 Lead Implementer/Auditor, CIPP/CIPM, CAMS, or CCEP

- Experience in BFSI, healthcare, or telecom BPO

- Exposure to multi-site, multi-geography operations and large-scale hiring and attrition environments

- Experience with GRC platforms, RCSA design, and AI governance

Skills and Attributes

- Business-minded and able to say "yes, if" rather than just "no"

- Credible with clients, auditors, and regulators, and able to hold firm with operations leaders under delivery pressure

- Strong at translating complex requirements into simple floor-level controls

- Excellent communication, from the ops floor to the Board room

- High integrity and sound judgment

Success Measures (first 12 months)

- Complete a compliance gap assessment across all sites and programs, with a prioritized roadmap

- Clean renewals of ISO 27001, SOC 2, and PCI-DSS, with no major client audit findings

- Consolidated obligations register by client, with control ownership assigned

- Reduced audit-finding closure time and fewer repeat findings

- DPDP Act readiness and an AI governance framework in place

- Regular, decision-useful reporting to the Board and key clients

📌 Global Compliance Leader (Hyderabad)
🏢 GlowTouch
📍 Hyderabad