Operations Security Manager

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 The Operations Security Manager leads the Operations Security department in ensuring the site where the organization operates meets all security standards and works actively on preventing data breaches for clients. Their duties include creating and maintaining standards and procedures, conducting audits, and staying current with security trends, threats, and regulations of the company and the client policies.

As Operations Security Manager, You Will…

• Build and maintain the controls matrix in alignment with multiple compliance frameworks and standards.
• Prepare and review incident reports and status reports, identify issues, and report to senior management and the client when needed.
• Work cross-functionally with internal leaders to complete holistic process implementation based on client policies, with the aim of closing any security information gap.
• Track and monitor partner assessment progress.
• Track action items.
• Ability to conduct and lead customer-facing security gap reviews and investigations.
• Manage the operations security support team.

As Operations Security Manager, You Need…

• Bachelor’s Degree.
• Minimum 4 - 5 years of experience in fraud, risk, compliance, IT, security, and/or process building within the BPO industry.
• Proficient in the use and application of both MS Office Suite (Word, Excel, PowerPoint, and Outlook) and Google products (Sheets, Slides, Docs).
• Knowledge of ISO standards, PCI DSS, or similar frameworks.
• English proficiency at B2 level or higher.
• Detail-oriented and strong analytical and problem-solving skills, along with the ability to communicate effectively with non-technical executives and staff.
• Ability to identify operational gaps and translate them into actionable mitigation methods.
• Exceptional and effective communication skills (oral and written) with an approach that builds and nurtures strong and lasting relationships.
• Ability to effectively present information to executive leaders, clients, and customers.
• Understanding of commonly utilized industry systems and tools to identify fraud risk gaps and recommend changes.
• Knowledge and understanding of the Business Continuity and Disaster Response Plans.

IntouchCX provides and promotes equal employment opportunities in accordance with all applicable laws of Guatemala and the principles of natural justice. All qualified applicants will receive consideration for employment without regard to race, religion, ancestry, place of origin, color, ethnic, national or aboriginal origin, citizenship, political conviction, belief or activity, language, civil status, source of income, social condition, creed, sexual orientation, age, record of offences, marital status, common-law partnership status, family status or disability, or any other that can be consider discriminatory under applicable laws of Guatemala.

IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels.

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