Incident Response Manager

Company: Teleperformance USA
Location: Springfield
Posted on: January 25, 2023

Job Description:

Overview:Manage and conduct investigations related to compliance, privacy, fraud and other security incidents; work with clients, local teams and C-level management to identify remedial actions; prepare and deliver incident summaries & trend analysis to the Global Compliance and Security Council. Prepare final incident reports for clients and comprehensive incident analysis reports for board meetings.Responsibilities:

• Drive and direct the incident response process for the North America region, and elsewhere as required.
• Collaborate with client security teams to investigate incidents.
• Assist with preparation of quarterly analysis, regional and global scorecards, on incidents to the Global Compliance and Security Council and Board Meetings.
• Produce ad hoc reports, as required by senior management.
• Lead investigations in collaboration with Operations, Human Resources, Legal, and IT/Information Security personnel. Drive these investigations to completion including full documentation and reporting.
• Draft Incident reports for clients, as necessary.
• Provide incident response perspective to policy exception requests.
• Champion the incident response process and requirements and drive adoption within the subsidiaries.
• Collaborate with site, and senior (C-Level) Teleperformance management to determine corrective actions.
• Develop interviews and provide advice related to the substance of interviews.
• Deliver value-added internal and client incident response reports.Qualifications:
  • Experience in fraud investigation and/or compliance management is preferred
  • Strong analytical skills and the ability to drive change
  • Experience supporting operations with greater than 500 staff
  • Excellent oral and written communication skills, as well as outstanding interpersonal skills
  • Strong presentation skills using PowerPoint
  • Strong investigative skills related to interviewing, data collection, case development and synthesis.
  • Strong written and verbal communication skills, with a focus of building positive relationships and influence within diverse groups.
  • Degree in business administration, law, computer science or related field is preferred.TRAVEL
    • Travel among domestic call centers may be required.
    • International travel may be required.
    • Total travel is likely to be 5-15%

Keywords: Teleperformance USA, Springfield , Incident Response Manager, Executive , Springfield, Illinois