Compliance & Audit Manager, General Insurance Operations (BPO/KPO)

Role Summary

We are looking for a senior compliance and audit professional from a BPO/KPO background to own process governance, audit assurance, and SOP integrity for our UK General Insurance delivery. You will ensure processes are compliant, well-documented, and continuously improved, build the tools that make audits and tracking efficient, and work closely with process leaders and UK clients to strengthen delivery against the SOW.

Key Responsibilities

• Review, validate, and maintain process SOPs, work instructions, and process maps for UK General Insurance operations (e.g., policy servicing, new business, claims, underwriting support)
• Design and run the audit framework: process audits, transaction quality checks, control testing, and client-mandated audits
• Ensure adherence to UK regulatory and client requirements (FCA conduct rules, Consumer Duty, UK GDPR, AML/KYC, outsourcing and TPRM requirements) and information security standards (ISO 27001\)
• Build and manage workflows, trackers, dashboards, and automation using Jira, Confluence, SharePoint, Power BI, and other web-based tools for audit tracking, issue management, and reporting
• Own client and internal audit readiness: coordinate evidence, manage responses, and track findings through to closure with root cause analysis and CAPA
• Partner with process leaders and operations managers to identify gaps, reduce errors and rework, and drive continuous improvement (Lean/Six Sigma)
• Interface with UK clients on governance forums, SOW reviews, SLA/KPI performance, and compliance reporting
• Monitor risk, control breaches, and incidents; escalate and recommend preventive actions
• Coach and lead a team of auditors, quality analysts, and compliance specialists
• Present MIS, audit outcomes, and compliance scorecards to senior leadership and clients

Qualifications \& Experience

• Bachelor’s degree in any discipline; Master’s/MBA preferred
• 10-14 years in BPO/KPO operations, with at least 5 years in compliance, audit, or quality leadership roles
• Hands-on experience in UK General Insurance processes (Property, Motor, Commercial, Liability, or London Market)
• Demonstrated experience in SOP review and documentation, and in building process tools using Jira and web-based applications
• Proven experience engaging UK clients and process leaders on SOW delivery, SLAs, and governance
• Certifications preferred: Six Sigma Green/Black Belt, CIA, ISO 27001 Lead Auditor, CII (Certificate/Diploma), CAMS, Jira/Atlassian certification

Key Competencies

• Strong process, controls, and regulatory mindset
• Tool-building and automation capability (Jira workflows, dashboards)
• Analytical and problem-solving skills with root cause expertise
• Client-facing presence with strong negotiation and stakeholder management
• Excellent written and verbal communication, including documentation skills
• Team leadership and coaching

Pay

₹70,000.00 - ₹90,000.00 per month

Benefits

• Commuter assistance
• Flexible schedule
• Food provided
• Health insurance
• Leave encashment
• Paid sick time
• Paid time off
• Provident Fund
• Work from home

Work Location

In person