Associate Manager

Education & Experience

• Bachelor’s degree in business, Industrial Engineering, or equivalent experience
• Master’s degree in business management an advantage
• At least 4–5 years of experience in operations, quality, audit, compliance, risk management, or governance within a BPO or healthcare services environment.
• Knowledge in ISO, COPC, Six Sigma or other global certification bodies

DUTIES & RESPONSIBILITIES

Compliance Governance & Oversight

• Provide guidance and oversight to Site and Operations Compliance Officers to ensure consistent implementation of compliance programs across all in-scope operations.
• Monitor adherence to organizational compliance frameworks, policies, and regulatory requirements applicable to healthcare BPO operations.
• Review and validate compliance reports, risk registers, and monitoring activities submitted by Compliance Officers.
• Escalate significant compliance risks, control gaps, or regulatory concerns to the Compliance Manager/Director with recommended remediation plans.
• Support the development, enhancement, and standardization of compliance processes, monitoring tools, and reporting mechanisms across sites and ensure its alignment with the COC, HIPAA Privacy & Security Policies, FWA, BAA, and other Data Protection and Privacy Policies.

HIPAA, GLBA & CMS Regulatory Compliance

• Oversee site compliance with key healthcare regulatory requirements including:
  • Health Insurance Portability and Accountability Act (HIPAA)
  • Centers for Medicare & Medicaid Services (CMS) requirements
  • Gramm-Leach-Bliley Act (GLBA)
  • Data Privacy Act of 2012
• Provide guidance to Compliance Officers in monitoring controls related to the protection of PHI, PII, and Medicare/Medicaid data.
• Review incident documentation and support preparation of regulatory reporting related to potential privacy or security breaches.
• Ensure compliance validation activities, checklist reviews, and evidence documentation are completed by Compliance Officers.
• Oversee preparation and readiness for client audits, regulatory audits, and external compliance assessments.
• Monitor compliance with federal healthcare program integrity requirements by ensuring exclusion screening processes are performed against:
  • Office of Inspector General (OIG) List of Excluded Individuals and Entities (LEIE)
  • General Services Administration (GSA) System for Award Management (SAM) exclusion list and
  • Other regulatory exclusion requirements like Office of Foreign Assets Control (OFAC), etc.
• Support preparation for client-led audits, CMS validations, security assessments, and regulatory reviews.

Contractual & Site Compliance Monitoring

• Ensure Compliance Officers monitor adherence to client contractual obligations and security requirements applicable to each account.
• Review gap assessments conducted at the site or account level and ensure remediation plans are properly documented and tracked.
• Oversee periodic site compliance walkthroughs covering physical security, logical security, and operational compliance controls.
• Escalate critical compliance risks or contractual compliance gaps to the Compliance Manager/Director with recommended mitigation strategies.

Data Privacy Compliance

• Support implementation and oversight of data privacy controls aligned with HIPAA, local data protection regulations, and client requirements.
• Provide guidance to Compliance Officers in conducting Privacy Impact Assessments (PIA) for new processes, systems, or operational changes.
• Monitor adherence to data retention schedules and secure disposal requirements across assigned accounts.
• Review privacy incident reports and ensure proper documentation, escalation, and regulatory reporting where required.

ISMS & PIMS Certification Compliance Support

• Support the governance and oversight of the Information Security Management System (ISMS) aligned with ISO/IEC 27001 across assigned sites.
• Guide Compliance Officers in maintaining the Statement of Applicability (SOA) and tracking control implementation at the site and account level.
• Review internal ISMS & PIMS audit results and ensure appropriate remediation plans are established and monitored by site Compliance Officers.
• Monitor closure of audit findings, nonconformities, and corrective action plans to ensure timely resolution.
• Provide oversight on site-level risk assessments and risk treatment plans to ensure alignment with enterprise risk management standards.
• Support governance of Business Continuity and Disaster Recovery planning and testing activities at the site level.

Privacy and Information Security Compliance Monitoring

• Oversee compliance with organizational information security policies, standards, and procedures across assigned sites.
• Guide Compliance Officers in conducting periodic access reviews and validation of user provisioning/deprovisioning controls.
• Reviews reported security incidents and vulnerabilities to ensure proper escalation, documentation, and remediation actions are completed.
• Monitor implementation of administrative, technical, and physical security controls through compliance validation and reporting.
• Support development and delivery of security and compliance awareness initiatives to reinforce compliance culture at the site level.

General Safety and Security Responsibilities

• Promote and uphold the principles of the Quality Information Security Management System (QISMS) across assigned sites.
• Ensure that all compliance activities support the confidentiality, integrity, and availability of information critical to the organization’s business operations.
• Foster a culture of compliance by providing continuous guidance, mentorship, and support to Compliance Officers and operational stakeholders.

Others

• People Management
• Strategic Planning
• Business Planning
• Budget Management