Operational Compliance Analyst – Investigator

Job Title: Operational Compliance Analyst – Investigator

Location: Teleperformance South Africa

Job Type: Full-time

Hiring Manager: Head of Operational Compliance SA

Purpose of the Role:

Teleperformance South Africa is seeking an Operational Compliance Analyst - Investigator to join our team. The primary purpose of this role is to conduct comprehensive investigations into violations of privacy risk, compliance, information security, operational security, which includes theft. The investigator will also be responsible for identifying and managing potential risks, investigating incidents, and leading investigations for fraud detection, theft investigations, and overall compliance efforts with the Operational Head of Compliance. The successful candidate will work closely with various departments to ensure that all issues are thoroughly investigated and addressed with the highest level of integrity.

Key Responsibilities:

• Conduct Investigations: Lead end-to-end investigations into incidents related to compliance violations, privacy risk, information/operational security, and theft. This includes handling whistleblowing requests, theft investigations, fraud-related incidents, and other compliance breaches.
• Risk Identification & Assessment: Proactively identify and assess risks that require investigation, including internal and external threats, operational vulnerabilities, and compliance issues. Analyse data, reports, and system logs to detect potential security threats or fraudulent activity.
• CCTV & Digital Forensics: Review and analyse CCTV footage for any suspicious activity. Handle requests for CCTV control room investigations. Conduct digital forensics to recover and analyse data from electronic devices when necessary to investigate fraud or other compliance violations.
• Collaboration with Phangela: Work with Phangela’s investigations team to ensure internal investigations are properly conducted and that all physical security concerns are addressed.
• HR Support & Incident Management: Collaborate with HR on investigations involving employee misconduct, internal theft, or violations of company policies and procedures. Ensure that HR investigations align with compliance and regulatory standards and for further action.
• Fraud Detection & Prevention: Apply knowledge of fraud detection techniques and tools to identify fraudulent behavior within the organisation. Lead efforts in investigating and managing fraud cases, collaborating with relevant teams to mitigate risks.
• Operational Risk Monitoring: Continuously monitor operations, campaigns, and business activities for potential risks in collaboration with the Head of Operational Compliance. Ensure that compliance procedures are followed and risks are mitigated effectively.
• Perform Interviews & Evidence Gathering: Conduct interviews with individuals involved in investigations, gather evidence, and document findings. Maintain the confidentiality of all sensitive information during the investigation process.
• Reporting & Documentation: Compile detailed reports of investigation findings, including analysis of the issues and recommended actions. Ensure all documentation is accurate, comprehensive, and compliant with internal policies.
• Training & Awareness: Assist in the development and delivery of training programs related to fraud detection, compliance basics, and risk management to ensure that staff are aware of potential risks and know how to respond appropriately.
• Compliance Support: Support compliance initiatives by identifying gaps in policies and procedures, making recommendations for improvements, and helping ensure that all operations align with applicable laws, regulations, and standards.

Key Skills & Qualifications:

• Experience: Minimum of 3-5 years in compliance, fraud detection, investigative work, or a similar role, preferably in a corporate or operational security environment.
• Fraud Management & Detection: Proven experience in fraud management and detection, including identifying fraudulent activities and using relevant tools for fraud investigation.
• Criminal Investigations: Experience or learnings in conducting criminal investigations, including theft and other criminal activities. Ability to gather evidence, interview suspects, and analyse investigation findings.
• Risk Management: Strong background in risk management, including identifying, assessing, and mitigating various operational and compliance risks.
• Digital Forensics: Knowledge of digital forensics techniques and tools to investigate data breaches, cybercrimes, and other digital security incidents.
• Compliance Basics: Understanding of compliance principles, including privacy laws, data protection, information security, and internal auditing standards.
• Analytical Skills: Strong analytical and critical thinking skills, with the ability to assess complex situations, interpret data, and make informed decisions.
• Investigative Skills: Expertise in investigative techniques, including gathering evidence, conducting interviews, reviewing surveillance footage, and documenting findings.
• Communication: Strong verbal and written communication skills. Ability to communicate findings clearly to stakeholders at all levels, including senior management.
• Attention to Detail: High level of attention to detail in reviewing documents, analysing data, and monitoring security systems.
• Team Collaboration: Ability to work effectively with cross-functional teams, including HR, Phangela (Physical Security), and Operational management.
• Ethics & Confidentiality: Ability to handle sensitive information with discretion and maintain high ethical standards throughout the investigation process.
• Extensive Hours: Ability to work long hours , after hours and move between sites with CPT and PE.

Preferred Qualifications:

• Diploma: Diploma in Fraud, Forensics, or related fields.
• Certifications: Compliance or Investigations, Risk Management related
• Industry Experience: Experience in the BPO industry or large-scale operational environments, with a focus on compliance and security.

Why Join Teleperformance South Africa?

• Join a global leader in customer experience management.
• Play a key role in strengthening the integrity and security of our operations.
• Access ongoing training and career development opportunities.
• Be part of a dynamic, inclusive work environment with opportunities for growth.

If you are passionate about compliance, fraud management, and investigative work, and you have a strong background in risk management and digital forensics, we encourage you to apply for this exciting opportunity to join Teleperformance South Africa.

Teleperformance South Africa is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.