Job Description
Senior Executive - Internal Audit & Compliance (Customer Experience)
Location
Gurgaon, Haryana
Department
Internal Audit & Compliance (Customer Experience)
Role Purpose
The Senior Executive - Internal Audit & Compliance will be responsible for auditing customer compensation cases, ensuring compliance with company policies and regulatory guidelines, identifying financial leakages, performing root cause analysis, and supporting governance across customer experience processes. The role requires strong analytical skills, attention to detail, stakeholder management, and the ability to drive process improvements through audit insights.
Key Responsibilities
Audit & Governance
- Review and audit customer compensation cases including vouchers, NEFTs, refunds, and voucher payouts.
- Ensure cases are processed in line with company SOPs, approval matrices, and policy guidelines.
- Identify control gaps, process deviations, and non-compliance risks.
- Perform end-to-end case audits and maintain detailed audit trails.
Financial Controls
- Monitor compensation payouts to prevent duplicate payments and financial leakages.
- Validate supporting documents, approvals, and eligibility criteria before payout approval.
- Conduct periodic reviews of compensation trends and identify high-risk areas.
- Track audit savings achieved through intervention and rejection of incorrect payouts.
Compliance & Risk Management
- Ensure adherence to internal policies and applicable regulatory requirements.
- Review medical and special compensation cases against approved guidelines.
- Monitor exceptions and escalate risks to management as required.
- Support internal and external audits by providing data, reports, and documentation.
Reporting & Analytics
- Prepare daily, weekly, and monthly audit reports and dashboards.
- Analyze compensation trends, audit findings, error rates, and operational metrics.
- Present insights and recommendations to stakeholders and leadership teams.
- Maintain trackers for audit observations, savings, and compliance monitoring.
Stakeholder Management
- Collaborate with Customer Experience, Operations, Finance, Digital, Quality, and Vendor Partner teams.
- Provide audit observations and process improvement recommendations.
- Conduct calibration sessions and governance reviews with stakeholders.
- Support resolution of escalations and process-related queries.
Process Improvement & Automation
- Identify opportunities for automation and digitization within audit processes.
- Support implementation of system controls and fraud detection mechanisms.
- Participate in process enhancement projects to improve efficiency and governance.
- Assist in development and maintenance of audit SOPs and control frameworks.
Required Qualifications
- Graduate in any discipline.
- 2-4 years of experience in Internal Audit, Quality, Compliance, Risk Management, Customer Experience Governance, or Process Excellence.
- Experience in analyzing operational processes and controls.
- Strong understanding of audit principles and compliance frameworks.
Key Skills
- Internal Audit & Compliance
- Risk Assessment & Control Review
- Root Cause Analysis (RCA)
- Data Analysis & Reporting
- Financial Control & Governance
- Process Improvement
- Microsoft Excel & PowerPoint
- Stakeholder Management
- Problem Solving & Decision Making
- Attention to Detail
Success Metrics
- Audit accuracy and compliance adherence.
- Reduction in financial leakages and duplicate payouts.
- Timely completion of audit reviews.
- Quality and effectiveness of audit observations.
- Process improvement initiatives implemented.
- Stakeholder satisfaction and governance effectiveness.
Preferred Experience
- Experience in airline, travel, customer service, shared services, or BPO operations.
- Exposure to Salesforce, CRM platforms, or workflow tools.
- Experience in audit dashboards and MIS reporting.
