Global Director of Compliance & Security in Opened to the US at Teleperformance US

Date Posted: 10/23/2019

Job Snapshot

Job Description

Position Summary

The Global Director of Compliance & Security is responsible for overseeing, driving improvement, and monitoring the compliance, privacy & security environment for a major client of Teleperformance (TP).  This role will span multiple countries and sites within the organization. To ensure we deliver a consistent approach to the client's contract compliance requirements, the candidate will be the single point of contact working with the client and cross-functional TP teams such as Operations, Compliance, Audit, IT, Security, Facilities. This includes overseeing Direct Responsible Individuals (DRIs) located at each site serving the client, with similar goals and activities to ensure compliance and consistency to contract & security requirements. The preferred candidate will have experience & knowledge related to information security, contract compliance, call center operations, networks, and client management. The candidate must understand generally accepted security and risk principles and able to apply this knowledge to the existing environment and processes. In addition, the Director must understand regulatory requirements, all of the data security and privacy policies, procedures, and the overall architecture as they apply to the client.


The Global Director of Compliance & Security will oversee internal and external assessments, monitor security controls, assist in facilitating client audits and measure and report security objective and compliance status to management. The successful candidate will proactively communicate to stakeholders for both the client and internal teams. In this role, the Director must drive consistency between sites, understand security frameworks, communicate security concepts, policies, standards, procedures, and provide ongoing support to the DRI team. 


The successful candidate will have a firm understanding of risk management principles and can easily articulate that understanding while helping others to improve. This position requires strong communication and influence skills. Capable of understanding contractual requirements, turning those requirements into actionable controls, and leading the DRI team for implementation.  The Director will stay abreast of new tools, technologies, and techniques, and implements them as solutions to business and technical problems. In addition to managing client requirements and expectations, the Director of Compliance & Security will mentor and provide global leadership to the DRIs.


About the Company                          

Teleperformance is a strategic partner to the world’s leading companies, bringing solutions and enhancing customer experience during each interaction. We are the largest interaction expert team in the market: multicultural, highly skilled, and deeply knowledgeable, with a wide range of integrated Omni channel solutions, technology, and the highest security standards. For over 40 years across the world, Teleperformance has been learning from each interaction, serving many different countries and segments, because each one is unique. The Company operates in 80 countries, 170 markets, speaking 265 different languages and dialects on behalf of major international companies operating in various industries. We constantly invest in research and development to get a deeper understanding of customers’ thoughts, behaviors, and needs, across different countries, industries, channels, and generations. Our knowledge, technology, and market expertise, built through years of experience allows us to successfully provide unique interactions all over the world.

Job Requirements

Primary Duties, Responsibilities and Requirements

This position is the key liaison between TP and a major client regarding contract compliance, privacy & security. The position must build strong relationships with the client, site DRIs, and our internal departments to drive compliance, close gaps, communicate results and collaborate effectively.    


Candidate should possess the following skills and attributes:

·        Establish and maintain excellent working relationships with the client, DRIs, key stakeholders, management, and infrastructure support teams throughout the global organization.

·        General working knowledge of information security, networking protocols, security/IT technologies, and application services.

·        Familiarity with security standards, regulations including, but not limited to PCI DSS, ISO27001 and ISO27002, GDPR, HIPAA, CoBIT, etc.

·        Able to Identify and remedy security deficiencies and gaps with business suitable controls at all sites.

·        Understand the client(s) Statements of Work, Master Service Agreements, and other contracts for security obligations.

·        Experienced with conducting Incident Response within a global enterprise and collaborate with client security teams to investigate incidents.

·        Ability to prepare summary reports and communications to management, internal staff, business units, the client, with evidence of compliance, feedback and analysis on current compliance, action plans, status of projects, etc.

·        Ability to weigh business needs against security concerns and recommend/implement necessary changes to enhance information systems security.

·        Proven management and leadership experience.

Basic Qualifications:

·        Bachelor’s degree in risk management, computer science, engineering or compliance with management and leadership experience.

·        5+ years of Information Security/Risk Management experience.

·        Knowledge and experience in all facets of information security risk management, security awareness, third-party risk management, and information security metrics.

·        Knowledge of industry standard risk management and compliance frameworks (NIST CSF, ISO 27001/2, PCI, GPRR, etc.).

·        Ability to travel on demand based on need. Estimate travel to be 25-50% (including weekends)   

·        Valid Passport (or will obtain) and able to travel internationally

·        Excellent oral and written communication skills, as well as outstanding interpersonal skills.


Preferred Qualifications:

·        Currently maintaining one or more professional certifications (e.g., CEH, CISSP, CRISC, CISA, ECSA, CHFI, CFE, MCSE, CCNA, CCNP, etc.)

·        Understanding of IT related regulations (e.g., SOX, PCI) and frameworks (e.g., NIST, ISO 27001).

·        Comprehension of Cybersecurity fundamentals.

·        Master’s degree in Information Technology, or Computer Science, or other related field

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