Risk and Compliance Specialist III

About the role and team 

The Senior Risk & Compliance Specialist III (SME) is responsible for managing complex and high-risk Identity operations while serving as a subject matter expert for assigned workflows. Beyond case execution, this role drives operational excellence through quality oversight, data-driven insights, knowledge management, and continuous process improvement.
The ideal candidate combines strong investigative judgment with analytical thinking and is passionate about improving both operational quality and the overall user experience.
 

What you’ll do

• Operational Excellence
  Review and resolve complex, ambiguous, high-risk, and regulatory-sensitive Identity cases.
  Serve as the escalation point for frontline teams and internal stakeholders on assigned workflows.
  Perform quality reviews and provide actionable feedback to improve operational consistency and decision quality.
  Ensure compliance with internal policies, regulatory requirements, and operational standards.
• Subject Matter Expertise
  Act as the designated SME for specific Identity workflows or Lines of Business.
  Partner with Program, Policy, and Operations teams to provide workflow expertise and operational guidance.
  Support launches, process changes, and operational readiness for new capabilities.
• Data, Insights & Continuous Improvement
  Analyze quality trends, operational metrics, and compliance outcomes to identify improvement opportunities.
  Generate structured insights from audits and quality reviews to influence product, policy, and process enhancements.
  Support automation and efficiency initiatives through data analysis and operational recommendations.
  Build recurring reporting and dashboards that improve visibility into operational health and quality performance.
• Knowledge Management
  Maintain and update knowledge base articles, SOPs, and training materials to reflect policy or regulatory changes.
  Partner with Training and Quality teams to ensure documentation remains accurate and scalable.
  Identify recurring knowledge gaps and recommend improvements to operational documentation.
• Operational Excellence & Capability Building
  Drive initiatives that improve BPO quality through structured reporting, insights, and root cause analysis.
  Recommend scalable solutions that improve operational efficiency, reduce defects, and strengthen compliance.
  Contribute to projects that enhance the effectiveness and maturity of Identity Operations.
   

Basic Qualifications 

• Bachelor's degree or equivalent practical experience.
• Experience in Risk, Compliance, Identity Operations, Trust & Safety, Fraud Operations, or similar operational environments.
• Strong analytical and problem-solving skills with the ability to interpret operational data and identify trends.
• Excellent written and verbal communication skills.
• Demonstrated ability to manage complex investigations and make sound decisions in ambiguous situations.
• Experience working cross-functionally with multiple stakeholders.
• Proficiency in Google Workspace or Microsoft Office tools.
• Willingness to work in rotating shifts, including weekends where required.
   

Preferred Qualifications 

• Experience serving as a Subject Matter Expert or workflow owner.
• Experience in Quality Assurance, audit programs, or compliance monitoring.
• Experience using SQL, dashboards, or BI tools for operational reporting and analysis.
• Experience supporting automation or process improvement initiatives.
• Knowledge of regulatory or compliance frameworks applicable to Identity or Risk Operations.
• Strong documentation and knowledge management experience.