The purpose of this job role is to assist the Audit Senior Manager, end to end, inconducting Audit engagement activitiesof the contact centre’sfinancial & non-financial business operations, processes& systems in accordance with generally accepted auditing standards to strengthen the organization’s Risk Management, Control and Governance Processes and practices.

PRINCIPLE ACCOUNTABILITIES:

1. To efficiently undertake, manage and execute Audit engagement activities providing independent Audit opinions to the business:

Audit Assignments (Planning)

• Assisting the Audit Senior Manager in preparing the annual audit plan soliciting inputs from the team and stakeholders across the contact centre to identify priorities and resource requirements for the year
• Ensuring the audit plan is developed to meet the Audit Committee’s expectations and is based on high risk, and compliance with statutory audit requirements
• Planning audit testing strategy and estimating the time for completion of the audit in coordination with the Audit Senior Manager

Implementing Audit Activities

• Conduct the spot checks of all the existing policies and procedures to ensure that it is implemented in spirit
• Conduct Process Audit , Compliance Audit and Information Security audit as per the schedule outlines in the annual calendar
• Preparing Standard Operating Procedures for key business processes (e.g. Payroll, Leave Management, Financial, Operations, etc.) to effectively increase productivity of capex/ opex.
• Executing an efficient and effective audit approach as defined by internal audit management to ensure all assigned work is completed according to schedule and within the establish budget parameters
• Documenting and actively participating in the development of audit procedures performed as well as the preparing noted concerns for audit report inclusion

Evaluating Audit Activities

• Validating the audit conclusions with the Operations team and / or auditee and ensuring factual accuracy
• Review audit work papers in coordination with Audit Senior Manager to ensure compliance with professional and company standards to update management
• Drafting the audit report and obtaining feedback from the team leader and IA Sr. Manager’s approval
• Maintain the Incident tracker and conduct root cause analysis of occurrence and close within the timelines

Communications & Reporting

• Reviewing the audit report for accuracy of data, language and clarity and discussing the report with the Audit Senior Manager before submission to Audit Committee and Senior Management
• Conduct MSA review and present the final assessment report to Sr. Management 
• Communicate and assist management in understanding and ensuring compliance of regulatory requirements in compliance with UK and Indian audit regulations and get achieve amicable agreement
• Discussing all audit findings with the senior management, all business verticals and ensuring factual accuracy of the audit issues
• Escalating identified audit issues with risk mitigating measures in a timely manner, as appropriate
• Ensuring and supervising effective implementation of the corrective actions

1. To efficiently assist in optimizing contact centre business efficiency and performance:

Risk Assessment 

• Identifying key risk areas through business process mapping and soliciting inputs from auditees as needed
• Review the Risk Framework periodically with management by identifying new risk and evidence the action plan on the existing risk through CRSA methodology and ensure that Risk register is updated and enhanced as per industry standards
• Prepare the India CC for any External audits and ensure clean audit report by reviewing thoroughly all the processes and assess the control environment 
• Preparing the Risk Control Matrix (RCM) for the Operations processes and incorporating suggestions for improving efficiency
• Facilitating the implementation of the annual risk assessment ensuring all key risks (Financial/ Legal/) are assessedand recommending internal control improvements that may include operational enhancements or efficiencies
• Discussing management responses, action plans and timelines to ensure that the risks identified are adequately mitigated

KNOWLEDGE, SKILLS & COMPETENCIES REQUIRED:

Core Skills and Competencies

Business Acumen

• Must have thorough knowledge and experience of industry and government regulations, compliance and business operating practices in the finance and ITes industry (Business Processing Outsourcing)
• Must have working knowledge of the Company’s Act, Income Tax Act, Accounting Standards and Standard Audit Practices to make assessments and recommendations to client in terms of policy change, design and implementing new processes & systems, carrying out internal trainings and certifications for employees, etc.
• Must maintain a current knowledge base of Audit industry practices and ensure best practices are always considered within the company

Customer Focus

• Consistently place a high value on customers (internal and external) and all issues and factors that relate to customer experience/ stakeholder expectations and needs 
• Ensure delivery of all promises and commitments made to the customers/ stakeholders

Functional Skills and Competencies

Analytical Thinking, Evaluating & Decision Making

• Ability to accurately analyze audit findings by internal auditors in the team to prevent incorrect auditing practices and negative impact on business operations
• Demonstrate problem solving with data through independent interpretation of audit guidelines

Planning & Organizing

• Ability to plan, manage scheduling and successfully implement the audit plan
• Ability to demonstrate an organized and structured approach to conducting and communicating internal audits.
• Source and select external vendors to deliver value-add solutions to the business in terms of developing and implementing technology-based auditing tools

People Management

Communication, Influencing & Negotiating Skills (Stakeholder Management)

• Convey audit findings in understandable terms at all levels of the organization and through proper channels
• Act as a catalyst for major change, get buy-in from seniors, communicate and listen with empathy to overcome resistance, and setting up systems to hold gains
• To work cross functionally with other business areas to share root cause analysis and fix issues by using appeals to reason, data and facts through efficient auditing solutions

Assertiveness

• Ability to have discussions with stakeholders and team members on setting stringent auditing procedures for improving control and governance processes in the organization with mutual agreement

Other Key Skills

• Self-motivation, determination and confidence in your abilities
• Meticulous attention to detail
• Numeracy and a strong aptitude for mathematics
• Excellent problem-solving skills
• Ability to work to deadlines, under pressure
• Ability to work on your own initiative and as part of a team
• Strong IT skills
• Excellent interpersonal and communication skills, including good presentation and report writing skills

EDUCATION & EXPERIENCE REQUIRED:

Education

• Professional certification in CA/MBA/CPA/ CIA/ MBArequired
• Graduate/ Post Graduate in Accounting or Finance or related field

Experience

• Minimum of 5 years of experience of which, at least 2-4 years experience in managing an Internal Audit & Risk Management function, required
• Demonstrated experience in business development and financial firms preferred
• Thorough knowledge  of & experience in financial reporting/ accounting/ taxation practices and regulations of India & UK

Others

• Thorough knowledge of generally accepted auditing standards and practices (GAAS/ GAAP)/ IFRS of UK & India
• Working knowledge of MS Office tools, specifically with spreadsheet software (Excel), etc
• Good knowledge of UK Telecom regulation – General Conditions, OFCOM will be preferred
• Excellent  Presentation Skills