Job Description

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About the Job
We are looking for a Security Compliance Manager that will combine operational investigations with strategic compliance to safeguard our operations for a major global travel and homestay platform.
You will utilize advanced data analysis to detect fraud patterns and investigate internal misconduct, while simultaneously ensuring our operations adhere to client contractual requirements. The ideal candidate will be the bridge between data-driven security and Operational compliance, protecting the organization from financial loss, reputational damage, and legal liability.

As Security Compliance Manager, You Will…
Fraud Detection & Data Analysis
• Event Log Forensics: Analyze large volumes of transaction data and event logs to detect anomalies, reconstruct user/agent activity, and identify patterns indicative of fraud or internal policy abuse.
• Risk Identification: Proactively monitor operational data to identify emerging fraud trends (e.g., unauthorized account access, payment fraud) and operational risks as business needs change.
• Data-Driven Insight: Provide insight and recommendations for process improvements based on trends identified during data reviews and fraud investigations.
Internal Investigations & Interviews
• Internal Misconduct: Lead investigations into internal alerts regarding agent behavior, including data theft, collusion with users, unauthorized use of internal tools, etc.
• Investigative Interviewing: Conduct structured, objective interviews with internal employees (agents, support staff) and witnesses to gather facts, assess credibility, and document admissions or denials regarding policy violations.
• Evidence Handling: Secure and document all evidence strictly, ensuring it meets the standards required for potential legal or HR disciplinary actions.
Operational Compliance & Auditing
• Auditing: Complete scheduled audits and monitor adherence to client contractual requirements, and internal Standard Operating Procedures (SOPs).
• Audit Support: Assist external auditors and client compliance teams by preparing required documentation, reports, and evidence summaries as needed.
Reporting & Strategic Mitigation
• Mitigation Planning: Identify, evaluate, and develop plans for mitigation on necessary compliance requirements and operational risks.
• Reporting: Prepare comprehensive reports by collecting, analyzing, and summarizing information regarding fraud losses, audit failure rates, and compliance gaps.
• Communication: Ensure other departments (Operations, Training, HR, IT, Quality and other departments) are kept informed of changing legislative requirements or fraud trends that affect their daily workflows.
As Security Compliance Manager, You Need…
• Bachelor’s degree in Information Technology, Criminology, Law, Data Science, or Cybersecurity
• Certifications such as CFE (Certified Fraud Examiner), CISA (Certified Information Systems Auditor), or GRC (Governance, Risk and Compliance) certifications.
• Background in the Travel/Hospitality BPO industry.
• Experience: Minimum 3+ years experience in a Fraud Investigation, Risk Management, Compliance, or Internal Audit function.
• Technical Proficiency:
◦ Intermediate to Advanced SQL skills (for querying large datasets and logs) is highly preferred.
◦ Advanced Google Sheet abilities (Pivot Tables, Lookups, statistical analysis).
• Investigative & Interviewing Skills: Proven experience in conducting internal investigations and interviewing subjects (employees/agents) to determine culpability.
• Analytical Thinking: Strong critical thinking and problem-solving skills with the ability to research and source information independently for review.
• Communication: Superior written and verbal communication skills to effectively interact with diverse groups, write detailed investigation reports, and present audit findings.
• Attention to Detail: Superior attention to detail with the ability to spot minute inconsistencies in large data sets or legal text.
• Adaptability: Ability to work in a fast-paced, time-sensitive environment and adapt to constant innovation and change.