Project Manager 2

Overview

The Compliance Specialist I is responsible for leading and coordinating compliance, risk, change management, and project delivery activities within a fast-paced Retail and Financial Services environment. This role ensures that operational processes, policies, controls, and governance frameworks are effectively implemented, monitored, and maintained in line with both client and business requirements.

The Compliance Specialist I will drive the successful implementation of business and client-led changes while ensuring operational stability, regulatory compliance, and service excellence. Acting as a key liaison between stakeholders, operations teams, and clients, the role requires a structured and proactive approach to risk management, change adoption, project governance, and continuous improvement. The successful candidate will be responsible for creating sustainable processes, mitigating operational risks, and ensuring that change initiatives are embedded effectively across the business.

Qualifications

Bachelor's Degree in Business Administration, Project Management, Risk Management, Compliance, Human Resources, or a related field.

Must have experience working on a BFSI campaign

Minimum of 3–5 years' experience in project management, change management, compliance, risk management, or a related discipline.

Experience working within a BPO, contact center, financial services, retail, or outsourced services environment.

Proven experience managing risk, compliance, governance, or operational control activities.

Strong understanding of change management frameworks, project management methodologies, and governance principles.

Demonstrated experience leading cross-functional projects and delivering business change initiatives.

Strong analytical and problem-solving skills with the ability to assess business impact and drive effective solutions.

Excellent communication, stakeholder management, coaching, and influencing skills.

Experience producing management information, reporting, and performance analysis.

Ability to manage multiple priorities and work effectively within a fast-paced environment.

Strong attention to detail, organizational skills, and commitment to operational excellence.

Proficiency in Microsoft Office applications and project management or reporting tools.

Responsibilities

Compliance and Risk Management

Maintain training, competency, and compliance records for all colleagues in accordance with business and client requirements.

Ensure risk and compliance policies, procedures, and records are maintained and updated in line with regulatory, client, and organizational standards.

Maintain risk and control frameworks to support operational compliance and governance objectives.

Partner with operational teams to ensure processes, controls, and compliance requirements are effectively implemented, monitored, and maintained.

Develop and maintain risk registers, mitigation plans, and compliance reporting frameworks.

Support and facilitate risk and control self-assessments in partnership with internal stakeholders and clients.

Produce management information (MI), reports, and dashboards that provide visibility of key risk, compliance, and control activities.

Conduct root cause analysis on identified risks, incidents, and compliance concerns, implementing corrective and preventive actions where required.

Monitor compliance performance and recommend improvements to strengthen governance and operational effectiveness.

Change Management and Adoption

Coordinate the implementation of client and business-driven change initiatives across operational teams.

Design and execute change management strategies that support successful adoption and minimize operational disruption.

Assess organizational readiness and evaluate the impact of proposed changes on people, processes, and performance.

Develop communication, engagement, and training plans to support the successful implementation of change initiatives.

Partner with operational leaders and project stakeholders to ensure change activities are embedded into delivery plans.

Track adoption, utilization, and proficiency metrics to measure change effectiveness and identify areas requiring additional support.

Support stakeholders throughout the change lifecycle, ensuring clear communication and alignment with business objectives.

Project Delivery and Governance

Lead and coordinate cross-functional projects and initiatives to ensure successful delivery against agreed objectives and timelines.

Develop and maintain project plans, timelines, governance structures, and reporting mechanisms.

Identify project risks, dependencies, and challenges, implementing mitigation plans to minimize impact.

Monitor project progress and adapt plans as required to ensure delivery milestones are achieved.

Maintain accurate project documentation, including change requests, approvals, implementation records, and project status reports.

Ensure projects are delivered in accordance with established governance standards and business requirements.

Stakeholder Management

Build and maintain strong working relationships with internal and external stakeholders, including operational leaders, support functions, and clients.

Act as a trusted advisor on compliance, risk, change, and project-related matters.

Facilitate stakeholder engagement and collaboration to ensure alignment and successful project outcomes.

Manage stakeholder expectations through proactive communication, regular updates, and effective issue resolution.

Support a culture of accountability, collaboration, and continuous improvement across all project activities.