Director, Incident Task Force

Maximize Your Impact with TP
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As a globally certified Great Place to Work in 72 countries, our culture thrives on diversity, equity, and inclusion. We value your unique perspective and believe that your talent is the missing piece that completes our vision for a brighter, digitally driven tomorrow.

The Opportunity
The Incident Task Force (ITF) plays a critical role in managing incidents that impact BPO operations, processes, and services. This includes fraud investigations, compliance breaches, and operational disruptions across contact center environments. As the governing body for all critical incidents, the ITF recommends preventive measures to minimize future risks.

The Director of the Incident Task Force will lead this function with a strong focus on BPO-specific incident management and fraud risk mitigation. The ideal candidate will bring deep experience in BPO operations, incident response, and forensic investigations to ensure minimal disruption to business continuity.

This role requires a strategic thinker with excellent leadership skills, a deep understanding of BPO processes, and hands-on experience in fraud detection and resolution.

The Responsibilities & Duties

• Lead end-to-end incident management for BPO operations, with a focus on fraud detection, investigation, and resolution across contact center processes and services.
• Identify, assess, and respond to incidents involving internal fraud, data breaches, compliance violations, and operational disruptions.
• Conduct thorough investigations into suspected fraud, misconduct, or irregularities.
• Act as the escalation point for all critical incidents, ensuring timely containment and root cause analysis.
• Collaborate with cross-functional teams including operations, compliance, IT, HR, and legal to investigate incidents and implement corrective actions.
• Develop and implement incident response protocols tailored to BPO environments, including fraud risk controls and employee misconduct investigations.
• Conduct forensic reviews, analyze data patterns, and interview stakeholders to uncover fraudulent activities or process lapses.
• Identify fraud risks and recommend controls to mitigate them.
• Prepare detailed incident reports and dashboards for senior leadership, highlighting trends, risk areas, and preventive recommendations.
• Establish and maintain a fraud risk register and ensure alignment with enterprise risk management (ERM) frameworks.
• Drive continuous improvement by identifying process gaps and recommending automation or control enhancements to mitigate future risks.
• Lead post-incident reviews and ensure learnings are translated into actionable improvements across BPO operations.
• Build awareness and training programs for frontline and support teams on fraud prevention, ethical conduct, and incident reporting.
• Maintain strong knowledge of industry best practices, regulatory requirements, and emerging fraud trends in the BPO sector.
• Ensure compliance with internal policies, client SLAs, and external regulatory standards during incident handling.
• Support audits and compliance reviews related to fraud and incident management.

The Qualifications

• Bachelor's Degree or above required.
• CFE (Certified Fraud Examiner) certification preferred.
• Minimum 13+ years of experience, preferably in BPO environments with exposure to fraud investigations.
• Strong analytical and investigative skills.
• Knowledge of financial systems, auditing, and compliance.
• Familiarity with relevant laws and regulations (e.g., anti-fraud, anti-bribery, AML, etc.).
• Excellent communication and report-writing abilities.
• Must be highly detail-oriented, productive, accountable, and work under tight deadlines when needed.
• Excellent organizational and leadership abilities.
• Working knowledge of data analysis and performance/operation metrics.
• Flexibility to work in shifts.

Pre-Employment Screenings
By TP policy, employment in this position will be contingent on your successful completion and passage of a comprehensive background check, including global sanctions and watch list screening.

Important | Policy on Unsolicited Third-Party Candidate Submissions
TP does not accept candidate submissions from unsolicited third parties, including recruiters or headhunters. Applications will not be considered, and no contractual association will be established through such submissions.

Diversity, Equity & Inclusion
At TP, we are committed to fostering a diverse, equitable, and inclusive workplace. We welcome individuals from all backgrounds and lifestyles and do not discriminate based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.