• Establish, assess, monitor, and report operational risks, including systemic operational risks, across business operations.

• Conduct root cause analysis (RCA), investigate operational risk events, and perform risk assessments to identify control gaps and process weaknesses.

• Develop, implement, and monitor remedial action plans to mitigate identified risks and prevent recurrence.

• Provide oversight to ensure consistent implementation of risk controls across multiple lines of business.

• Monitor compliance with contractual risk requirements, internal policies, operational standards, and regulatory expectations.

• Investigate security incidents and support Ombuds-related investigations, as required.

• Build and maintain strong relationships with internal stakeholders, clients, and business leaders to support effective risk management.

• Act as a key point of contact for the risk management framework and business risk profile, providing guidance and recommendations.

• Support compliance with ISO 27001 and applicable standards, including PCI-DSS, SSAE, and HIPAA requirements.

• Maintain awareness of data privacy regulations and ensure appropriate controls are implemented across operations.

• Participate in location-level crisis management forums, communicate emerging risks, and provide relevant updates to delivery leaders.

• Identify opportunities for continuous improvement, operational efficiency, and stronger risk governance.

• Partner with leadership to align risk management activities with business priorities and operational objectives.

Qualifications and Requirements

• College graduate in any relevant discipline.

• At least 5–6 years of relevant experience as a Risk Officer within the BPO or Shared Services industry.

• Strong understanding of operational risk management, risk controls, risk assessments, and mitigation strategies.

• Hands-on experience in root cause analysis (RCA), operational risk events, and corrective action planning.

• Good understanding of business operations, quality processes, and control effectiveness.

• Excellent analytical, problem-solving, decision-making, and influencing skills.

• Strong interpersonal and stakeholder management abilities.

• Proficiency in Microsoft Excel and PowerPoint.

• Strong cross-cultural awareness and sensitivity.

• Prior exposure to compliance and security-related activities is preferred.

• Exposure to Voice or Collections lines of business is an advantage.

• Ability to work independently, exercise sound judgment, and identify solutions when established procedures are unavailable.

• Willingness to work 100% onsite in Eton Centris, Quezon City, on a shifting schedule.

• Available to start immediately.

Important Candidate Screening Note: Do not submit candidates whose experience is primarily in IT risk operations or cybersecurity risk. Prioritize operational risk professionals with hands-on experience in first-line risk management, RCA, operational risk events, risk assessments, and business process controls.

What We Offer

• Competitive salary package

• Quarterly performance bonus

• HMO coverage from Day 1, with free dependents

Recruitment Process

1. Initial Interview

2. SVAR

3. L2 Interview – MS Teams

4. L3 Interview – MS Teams

Pre-Screening Questions

1. What is your highest educational attainment?

2. How many years of experience do you have as a Risk Officer in the BPO or Shared Services industry?

3. What was your last drawn salary?

4. What is your expected salary?

5. Are you amenable to working 100% onsite in Quezon City with a shifting schedule?

6. Are you available to start immediately?