Senior Customer Support Controls & Governance Program Manager | Nigeria (Remote)
✦ AI Summary
Senior Customer Support Controls & Governance Program ManagerMorrJobs seeks an experienced Senior Customer Support Controls & Governance Program Manager to lead and enhance our customer support operations through robust governance frameworks and operational controls.
Ask MorrJobs AI
Understand this opportunity, assess your fit, or prepare your application.
MorrJobs seeks an experienced Senior Customer Support Controls & Governance Program Manager to lead and enhance our customer support operations through robust governance frameworks and operational controls. This role is pivotal in ensuring our support systems maintain the highest standards of quality, compliance, and efficiency as we scale our customer engagement capabilities. You will drive strategic initiatives that align customer support processes with organizational objectives while fostering a culture of continuous improvement and accountability.
Job Overview
You will oversee the development and implementation of comprehensive controls and governance structures for our customer support function. This leadership position requires a strategic mindset combined with hands-on expertise in designing control systems, audit frameworks, and compliance protocols that protect both our organization and our customers.
Key Responsibilities
- Design and deploy customer support governance frameworks that align with organizational risk management objectives
- Establish performance metrics, control checkpoints, and audit mechanisms for support operations
- Lead compliance initiatives ensuring adherence to regulatory requirements and industry standards
- Develop and maintain documentation systems for support processes and control procedures
- Conduct regular audits and control effectiveness assessments
- Partner with support leadership to implement corrective actions and process improvements
- Report governance metrics and risk assessments to senior management
Requirements
- 8+ years of experience in customer support, operations, or governance roles
- Proven expertise in designing control frameworks and governance structures
- Strong knowledge of compliance standards and regulatory requirements
- Advanced analytical and documentation skills
- Leadership ability with excellent stakeholder management capabilities
- Advanced proficiency with data analysis tools and reporting systems
What We Offer
- Competitive compensation package
- Professional development and training opportunities
- Collaborative work environment with growth potential
- Comprehensive benefits package
- Flexible work arrangements