Job Title:

Specialist II, Governance, Risk and Compliance

Job Description

Role Focus:

This role will be focused on security operations delivery for assigned customer contact centers. Responsibilities include:

Participating in establishing programs to deter, detect, and mitigate risks.
Building capabilities to monitor and audit information, evaluate personnel security data, and establish employee awareness.
Driving assurance tests and supporting both internal and external audits.
Consulting with business stakeholders to balance compliance with delivering optimal security solutions within contractual, regulatory, and CNX standard limits.
Engaging in technical discussions and disseminating innovative, out-of-the-box solutions to align security with business needs.
Leading assurance tests such as security health checks, training, physical security, ID validation, etc., ensuring CNX standards and contractual requirements are met and measured.
Achieving results through direct interaction as well as influencing other internal groups and individuals.
Supporting incident response and investigations as required.

Responsibilities:

Design, implement, and lead a comprehensive risk management strategy for the account.
Support the program in embedding a risk-aware culture across teams.
Establish and quantify the program’s risk appetite and ensure adherence to the defined risk approach.
Conduct horizon scanning to identify and assess emerging risks affecting the business.
Ensure compliance with contractual, legal, and regulatory obligations while balancing commercial and practical considerations.
Drive continuous improvement in efficiency and client service (internal and external) within all Risk and Compliance processes.
Lead, develop, and motivate the Risk and Compliance team to maximize effectiveness.
Keep senior management informed of contractual, legal, and regulatory changes, outlining obligations and business impact.
Provide regular reports to senior leadership and relevant functions on current issues and risk-related updates.
Oversee corporate governance activities, including risk reporting to stakeholders.
Deliver support, education, and training to staff to strengthen organizational risk awareness.
Identify opportunities for product and service enhancements, collaborating with key functions to deliver improvements.
Review time-bound Security Calendar activities and ensure timely closure of related tasks.
Execute IT Security Operations processes, monitor performance, and implement corrective actions as needed.
Coordinate and support CNX/Client/Internal/Standards testing (PCI, ISO 27001, SSAE16, etc.).
Gather customer requirements and contractual obligations, ensuring compliance at the location.
Facilitate customer audits, assessments, and inspections, including pre-audit preparation, execution, and remediation planning.
Interpret global security requirements, regulatory frameworks, and cross-country laws to maintain compliance while balancing business needs.
Build and maintain documentation for all procedures to improve service levels, efficiency, and quality standards.
Lead a team of Analysts/Senior Analysts or similar roles as required.

Accountability:

Responsible for location/account-level activities, including:

Implementing and maintaining security practices to protect facilities, information, equipment, and personnel in line with customer requirements.
Conducting technical and information security activities such as security education, document classification, and records management.
Ensuring compliance with customer security requirements and enhancing adherence.
Leading internal assessments for the contact center, covering all customer requirements at defined intervals.
Providing incident management support to the global security team.
Supporting customer assessments and ensuring prompt closure of corrective action plans.

Required Skills:

Must-have Technical Skills (Mandatory):

IT and Information Security Risk and Compliance

Good-to-have Technical Skills (Preferred):

Industry certifications such as CISA, CISM, CISSP, ISO 27001:2022

Soft Skills (Team Fit):

Strong communication skills
Effective stakeholder management

Qualifications

Industry-accredited certifications preferred: CISSP, CISA, CISM, CIPP, CEH, ISO 27001 (Lead Auditor).
Proven experience in managing security, risk, and compliance functions.
Demonstrated ability to lead and manage teams effectively.
Experience in managing remote teams is an added advantage.

Location:

PRT Lisbon - Av. Mediterraneo, N°1

Language Requirements:

Time Type:

Full time2026-01-30

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