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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

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