Director Process Controls, Onboarding & System Compliance

Location - Epitome Building 5,Tower C, 22nd Floor, DLF Phase 3, Sector 25, DLF Cyber City, Gurgaon

TBO(www.tbo.com)

TBO is a global platform that aims to simplify all buying and selling travel needs of travel partners across the world. The proprietary technology platform aims to simplify the demands of the complex world of global travel by seamlessly connecting the highly distributed travel buyers and travel suppliers at scale.

The TBO journey began in 2006 with a simple goal to address the evolving needs of travel buyers and suppliers, and what started off as a single product air ticketing company, has today become the leading B2A (Business to Agents) travel portal across the Americas, UK & Europe, Africa, Middle East, India, and Asia Pacific.

Today, TBO’s product range from air, hotels, rail, holiday packages, car rentals, transfers, sightseeing, cruise, and cargo. Apart from these products, our proprietary platform relies heavily on AI/ML to offer unique listings and products, meeting specific requirements put forth by customers, thus increasing conversions.

TBO’s approach has always been technology-first and we continue to invest on new innovations and new offerings to make travel easy and simple. TBO’s travel APIs are serving large travel ecosystems across the world while the modular architecture of the platform enables new travel products while expanding across new geographies.

Why TBO

- You will influence & contribute to “Building World Largest Technology Led Travel Distribution Network” for a $ 9 Trillion global travel business market.
- We are the emerging leaders in technology led end-to-end travel management, in the B2B space.
- Physical Presence in 47 countries with business in 110 countries.
- We are reputed for our-long lasting trusted relationships. We stand by our eco system of suppliers and buyers to service the end customer.
- An open & informal start-up environment which cares.

What TBO offers to a Life Traveller in You:
- Enhance Your Leadership Acumen. Join the journey to create global scale and ‘World Best’.
- Challenge Yourself to do something path breaking. Be Empowered. The only thing to stop you will be your imagination.
- Post pandemic: travel space is likely to see significant growth. Witness and shape this space. It will be one exciting journey.
- As a fastest growing B2B platform our priority is purpose-building scalable systems.
- Adopting industry leading technologies to support best-in-class business capabilities for high performing and scalable solutions.
- Fast response to the evolving regulatory environment and helping to meet the firm's regulatory commitments by addressing internal and external commitments.

Role Overview

We are looking for an experienced leader to strengthen business process controls, onboarding governance and fraud prevention across TBOs critical business operations. The role focuses on the controls around customer, agent, merchant, supplier and partner onboarding, particularly where large field sales and business development teams operate across multiple locations.

It also covers system compliance: making sure the business systems that support onboarding,



credit and wallet operations enforce those controls.

The individual will identify control gaps, strengthen verification mechanisms, prevent fraudulent or unauthorised activity, and ensure that business teams follow defined policies and approval processes.

Key responsibilities

1. Business process controls and governance (primary focus)

- Design, implement and strengthen controls across critical business workflows, with particular emphasis on customer, agent, merchant, supplier and partner onboarding.
- Evaluate existing processes to identify gaps, control failures, potential fraud, unauthorised activities, and financial or operational risks.
- Establish control frameworks, SOPs, verification protocols, approval hierarchies and exception-handling mechanisms.
- Implement maker-checker controls, segregation of duties, approval limits, audit trails and periodic control reviews.
- Ensure business teams follow prescribed processes, and that deviations are documented, approved and monitored.
- Partner with operations, sales, business development, finance and compliance to embed controls into day-to-day operations.
- Build control dashboards, key risk indicators (KRIs) and management reports covering control effectiveness, exceptions and remediation.

2. On-ground onboarding controls and verification (critical priority)

- Establish robust on-ground verification and onboarding controls for customers, agents, merchants, suppliers and other partners.
- Define verification standards for identity, business credentials, ownership, documentation, bank details and physical presence.
- Design controls that validate the authenticity and accuracy of information collected by field sales and business development teams.
- Run independent verification, sample-based checks, field audits and risk-based inspections to validate onboarding quality.
- Address risks from fictitious customers or agents, duplicate registrations, forged documents, incorrect information, unauthorised onboarding and misuse of credentials.
- Ensure onboarding completes only after mandatory checks, validations and approvals are satisfied.
- Establish ongoing monitoring and risk-based periodic revalidation of customer, agent and supplier records.
- Define clear accountability for onboarding errors, policy violations, control breaches and repeated non-compliance.
- Build monitoring mechanisms for large field teams operating across multiple locations.

3. Fraud prevention and operational risk

- Identify and mitigate fraud risks in customer acquisition, agent and merchant onboarding, supplier registration, credit lines and wallet operations.
- Develop preventive and detective controls for suspicious patterns, duplicate records, policy violations and financial exposure.
- Run investigations, root-cause analysis,



corrective actions and preventive measures for identified incidents.
- Work with operations, finance and technology to automate control checks and improve risk detection.
- Improve controls continuously based on emerging risks, audit findings and business changes.

4. Internal controls, audit and compliance

- Maintain audit-ready process control frameworks aligned with regulatory, contractual and internal policy requirements.
- Coordinate internal and external audits, process reviews and control effectiveness assessments for the processes in scope.
- Track audit observations, control deficiencies, remediation plans and closure timelines.
- Ensure documented evidence of onboarding checks, approvals, exceptions and control reviews.
- Partner with compliance, finance, legal and internal audit to strengthen governance and accountability.

5. System compliance

- Ensure business systems supporting onboarding, credit lines and wallet operations enforce defined controls: mandatory validations, system-based maker-checker, approval limits and blocks on incomplete onboarding.
- Run periodic reviews of user access and segregation of duties on business systems, and ensure timely revocation of access.
- Ensure complete audit trails and exception reports, and use them to detect overrides, workarounds and policy breaches.
- Work with technology to close gaps where system behaviour does not match the defined process, and with the CISO / Head of Risk & Security on security-related control requirements.

6. Leadership and collaboration

- Lead and develop a team responsible for process controls, onboarding assurance and field audits.
- Balance effective controls with business growth and operational efficiency, working closely with business leaders.
- Build a culture of control ownership, process adherence and risk awareness across business and field teams.
- Work with the CISO / Head of Risk & Security on fraud strategy, system-based controls and access governance.
- Report regularly to leadership on key risks, control effectiveness, onboarding quality, audit observations and remediation.

Desired candidate profile

- 10–15 years in business process controls, operational risk, fraud prevention, onboarding governance or enterprise risk.
- Background in banking, payments banks, digital wallets, telecom, fintech, NBFCs or other credit-led, control-intensive businesses.
- A track record of designing and implementing controls for customer, merchant, agent, supplier or partner onboarding.
- Hands-on understanding of ground-level verification, documentation checks, field audits, independent validation and exception management.
- Experience managing risk across large field sales, distribution or merchant acquisition teams, preferably 100+ people.
- Strong knowledge of internal controls, maker-checker, segregation of duties, approval workflows and audit mechanisms.
- Ability to investigate control failures and implement practical, measurable fixes.
- Experience ensuring business systems enforce defined controls, such as system validations, access and segregation-of-duties reviews, and audit trails.
- Robust stakeholder management and the ability to influence business leaders and field teams.

📌 Director Process Controls Onboarding System Compliance (Gurugram)
🏢 TBO.COM
📍 Gurugram