Alorica Compliance Manager in San Antonio, Texas

Compliance & Risk Management Manager


Job Functions:

  • Compliance & Risk Management

  • Compliance Monitoring & Assessment

  • Reporting

Key Job Responsibilities:

  • Monitor and deliver contractual requirements defined in the MSA, SOWs and amendments to include the following:

o Compliance with relevant regulatory guidance provided by client

o Change Control management of any regulatory or compliance changes

o Regulatory/governmental and Accelerated complaint management defined in contract

o SOP compliance manual & metrics oversight based on client directives and expectations

  • Serve as compliance SME/oversight for all areas and manage special tasks/projects

  • Call quality calibration coordination between client, Operations and other support groups

  • Perform audits and second level assessments of call monitoring and account activity.

  • Collaborate with Operations & Training to remediate compliance performance issues

  • Serve as escalation point to client for all compliance and risk issues.

  • Monitor and manage compliance percentage metrics performance relative to goals

  • Monthly reporting of the GS SOP Compliance manual requirements with action plans, timelines, owners, etc.

  • Maintain and report on all compliance metrics, action plans and deliver monthly compliance summary reports

  • Perform trend analysis on compliance metrics and identify areas of concern impacting programs, sites, agents, etc.

  • Provide advice, subject matter expertise and appropriate solutions for compliance risk regarding the development of new client business.

  • Perform other duties as assigned by management.


  • Bachelor’s degree; Masters preferred

  • 7 or more years of combined experience in one or more of the following fields: financial services (credit card/banking preferred) compliance and risk management practices, law and regulation for financial services industry, or related fields.

  • Minimum of 3 years project management or similar experience

  • Experience developing and implementing compliance and risk controls and monitoring programs.

Experience leading change across multiple business functions.

  • OTHER INFORMATION (Skills and Abilities)*

  • Strong knowledge of compliance requirements and regulations

  • Experience at a credit card issuer and/or banking background or similar experience

  • Strong organizational and multi-tasking skills

  • Strong background in analysis and identifying issues with remediation

  • Strong attention to detail and deadlines

  • Ability to communicate with all levels within the company and externally with client

  • Ability to work independently, identify and solve issues and deal with change

  • Understanding of the sales and collections regulations