Engagement Risk Manager (EAS)

Gratitude Inc

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1 month ago

Engagement Risk Manager (EAS)

3-5 Year(s)

10 - 15 Thousand p.m

Manila (Taguig)

Job Description

Key Skills

Data Analysis ITIL Project management Quality Management System Business Process

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Category: Business Consulting, Strategy and Digital Transformation

Work set up: 100% RTPO (Onsite)

Salary: PHP 100,000 – 180,000

Work schedule: Mid Shift

Non-negotiable:

• Risk governance, compliance, and service delivery in BPS/BPO (not the security skill)

• With experience on independent risk assessments for deals and live engagements, with a focus on BPS/BPO and Service Desk models.

• Required: Six Sigma (Green belt & above)

• Must not currently or formerly employed with CGI

• No active recent application with CGI

• Should be amenable to work onsite in Taguig on a mid shift schedule

Main Job Purpose:

We are seeking a skilled and experienced Engagement Risk Manager to lead risk identification, assessment, and mitigation strategies for engagements delivered from the CGI, Philippines Delivery Center (Manila). This role is part of the Engagement Assessment Services (EAS) Corporate function, which is responsible for ensuring delivery success by embedding robust risk management practices into all phases of engagement lifecycles.The ideal candidate will bring deep experience in BPS/BPO, Service Desk operations, paired with strong delivery and operational governance capabilities. This is a strategic role designed to proactively manage risk across both opportunity and delivery phases, ensuring alignment with enterprise risk policies, industry standards, and contractual obligations.

Key Responsibilities:

• Engagement Risk Management:

- Conduct independent risk assessments for deals and live engagements, with a focus on BPS/BPO and Service Desk models.- Analyze operational, commercial, compliance, and delivery risks, identifying gaps and recommending mitigations.- Ensure that all risk-related activities follow established corporate risk management policies, governance standards, and regulatory compliance frameworks.

• Opportunity & Delivery Oversight

- Participate in opportunity review processes (e.g., contract reviews, pricing risk assessments) to support pre-sales risk mitigation.- Guide bid teams in designing realistic delivery models and identifying risk-reduction strategies.- Support ongoing engagements through Health Checks, Delivery Assurance Reviews, and the creation and tracking of Go-to-Green plans for at-risk projects.

• Stakeholder Engagement

- Serve as a trusted advisor to BU leaders, delivery executives, and engagement managers.- Provide clarity on risk exposure and help drive informed decision-making at key project and executive checkpoints.- Engage in strategic planning discussions to improve delivery maturity & resilience within region.

• Governance & Reporting

- Deliver timely and accurate risk reporting (e.g., Red/Yellow status, audit compliance reports, executive dashboards).- Maintain up-to-date documentation, including engagement risk profiles and assessment outcomes, in shared systems.- Contribute to internal audits, risk assurance initiatives, and risk control improvements as needed.

Qualifications & Experience:

• Bachelor s degree in Business, IT, Operations, or related discipline (Master s degree or certifications like PMP, ITIL, or CRISC is a plus).- 12+ years of experience in IT/BPO service delivery, including 3+ years in roles directly related to risk, compliance, or delivery governance.- Strong domain expertise in Service Desk operations and BPS/BPO engagement delivery.- In-depth understanding of operational risk, contractual risk, SLA/OLA frameworks, and regulatory compliance requirements.- Experience working across global delivery models and multicultural stakeholder environments.

Qualifications & Experience

• Bachelor’s degree in Business, IT, Operations, or related discipline (Master’s degree or certifications like PMP, ITIL, or CRISC is a plus). Green belt & above.

• 12+ years of experience in IT/BPO service delivery, including 3+ years in roles directly related to risk, compliance, or delivery governance.

• Lean six sigma certified (green belt and above)

• Strong domain expertise in Service Desk operations and BPS/BPO engagement delivery.

• In-depth understanding of operational risk, contractual risk, SLA/OLA frameworks, and regulatory compliance requirements.

• Experience working across global delivery models and multicultural stakeholder environments

Role

Business Development Manager

Timings

Afternoon Shift (Permanent)

Industry

Strategy /Management Consulting Firms

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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