Risk & Audit Specialist – Customer Service & Operations

About the Role

We are looking for a Risk & Audit Specialist to join the Customer Service & Operations team of a leading multinational company. This role is responsible for ensuring a robust internal control environment, effective risk management, and regulatory compliance while driving continuous improvement, process standardization, and automation initiatives.

This is a highly cross-functional position, working closely with multiple business areas to strengthen the control framework, ensure audit readiness, and leverage digital tools and data analytics to improve operational efficiency.

Key Responsibilities:

Risk & Audit Management

• Support the execution of the Risk & Audit framework across Customer Service & Operations.

• Identify, assess, and monitor operational, regulatory, and compliance risks.

• Ensure alignment with internal policies, corporate standards, and regulatory requirements.

• Manage and track issues and remediation plans using GRC tools such as OpenPages or similar platforms.

• Define, review, and monitor the effectiveness of internal controls.

Internal Controls & Quality Assurance

• Design and implement the Quality Assurance framework across operations.

• Develop testing methodologies, control scripts, checklists, and evidence requirements.

• Perform control testing and identify control gaps and improvement opportunities.

• Standardize control processes across different business areas and geographies.

• Embed controls into operational processes to strengthen governance.

Audit & Compliance

• Support internal and external audits, as well as regulatory reviews.

• Prepare audit-ready documentation and supporting evidence.

• Track audit findings and remediation plans, ensuring timely implementation.

• Monitor overdue actions and escalate risks where appropriate.

Automation & Continuous Improvement

• Drive the automation of control processes using tools such as Power Automate, RPA, or similar technologies.

• Digitize evidence collection and reporting processes.

• Identify opportunities to simplify processes and improve operational efficiency.

Reporting & Data Analytics

• Define and monitor risk and control KPIs.

• Develop dashboards and management reports using Power BI and other reporting tools.

• Provide data-driven insights to support decision-making and strengthen governance.

Candidate Profile

• Previous experience in Risk Management, Internal Audit, Internal Controls, or Compliance.

• Strong understanding of internal control and risk management frameworks.

• Experience managing audit findings and remediation plans.

• Analytical mindset with a strong focus on data and continuous improvement.

• Ability to work cross-functionally and manage multiple stakeholders.

• Experience with OpenPages, Power BI, Power Automate, RPA, or similar tools is highly valued.

• Fluent English.