Req ID#: 418433 Cape Town, South Africa, ZA, Cape Town, Job Description: About Foundever™

Foundever™ is a global leader in the customer experience (CX) industry. With more than 170,000 associates worldwide, we partner with over 750 leading and digital-first brands to deliver exceptional customer experiences. Through a combination of human expertise, operational excellence, and innovative technology, Foundever creates meaningful customer interactions that drive business performance.

The Risk Analyst is responsible for driving compliance , risk monitoring, and assurance activities for both the US and UK markets.. The role ensures adherence to internal policies, client requirements, regulatory obligations, and industry standards while proactively identifying and mitigating operational, compliance, and business risks.

As part of the role, you collaborate with departments across various business area to promote a strong culture of compliance, accountability, data protection, and risk assurance across the organisation.

Key Accountabilities

• Maintain compliance monitoring, risk controls, and governance processes aligned to company and client requirements.
• Conduct regular compliance audits, operational reviews, and risk assessments across business functions.
• Monitor adherence to regulatory requirements, client standards, internal policies, and operational procedures.
• Identify, assess, and escalate operational, security, privacy and compliance risks with appropriate mitigation plans.
• Analyze and identify compliance trends, audit findings and operational risks to provide actionable recommendations to leadership teams.
• Conduct investigations relating to security, privacy & compliance incidents, policy violations, , and operational risks.
• Ensure compliance with data privacy, confidentiality, information security, and health and safety standards.
• Prepare and deliver compliance reports, dashboards, and risk summaries to internal leadership and clients.
• Run regular compliance awareness campaigns, refresher training, and compliance initiatives.
• Support internal, external & client audits, certifications, and business continuity exercises.
• Maintain accurate documentation, audit trails, and reporting records in line with defined governance standards.
• Drive continuous initiative strengthen compliance controls, operational processes, and risk mitigation practices.
• Support new business implementations and operational changes by conducting compliance and risk impact assessments.

Required Experience and Qualifications

• Minimum 2-4 years’ experience in Risk Assurance, Risk & Compliance, Audit, Governance within the BPO contact centre, financial services, or regulated environment.
• Strong understanding of operational risk management, compliance frameworks, governance principles, and audit processes.
• Experience working with data protection, information security, and regulatory compliance standards advantageous.
• Strong analytical, investigative, and problem-solving capabilities.
• Ability to interpret policies, procedures, and regulatory requirements and translate them into operational controls.
• Excellent reporting, documentation, and presentation skills.
• Diploma or Certificate in Risk Management, Compliance, Law, Business Management, Internal Audit, or related field preferred.
• Relevant certifications in ISO 31000:2018, ISO 27001:2022, ISO 37301:2021 or Compliance, Audit, Governance, Information Security-related advantageous.

Additional Requirements

• Advanced English communication skills – mandatory.
• Availability to work on-site in Cape Town as required.
• Flexibility to support operational and client requirements where necessary.
• Strong stakeholder management and influencing capability across multiple business functions.
• High attention to detail with strong organizational and time management skills.
• Ability to manage sensitive and confidential information professionally and ethically.
• Experience with compliance monitoring tools, reporting systems, and
• Strong Microsoft Office skills

Leadership Profile

• Ethical and accountable leader with strong professional integrity and sound judgment.
• Detail-oriented and analytical with the ability to identify risks proactively and implement practical solutions.
• Strong communicator capable of influencing operational teams and leadership stakeholders.
• Resilient and confident in managing complex operational environments and sensitive investigations.
• Collaborative leader who promotes a culture of compliance, accountability, and continuous improvement.
• Commercially aware with an understanding of operational risk within customer experience and contact centre environments.

Work Environment

The role operates within a fast-paced, highly commercial 24/7 BPO environment supporting UK and US time zones. It requires executive flexibility, regular presence across delivery locations, and availability during critical client, performance, launch and escalation periods.