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Cisco Compliance & Risk Leader, Customer Experience Centers in Boxborough, Massachusetts

Cisco’s global CX Centers (CXC) organization strives to deliver an extraordinary customer experience delivering a wide range of services including Technical Support, Professional Services, Managed Services and Global Logistics. The Excellence and Standardization (E&S) team plays a key role in leading the transformation of CX Centers into a world-class delivery organization by identifying opportunities for optimization, automation and process improvements.

What you’ll do:

As part of the Continuous Business Assurance (CBA) Governance team within E&S, you will lead a small risk assessment and assurance team with responsibility for building a structured, coordinated approach to managing risks and vulnerabilities for the Global CX Centers organisation. This highly visible role will require you to oversee your team assess, manage and track remediations of risks related to key vulnerabilities identified through the CXC Assurance Map. At regular intervals, it is expected that you will oversee targeted assessments by external consultants to assist with the management of prioritised vulnerabilities.

In addition, you will create a framework to support audit preparation and management of post audit remediations to help govern corrective actions and prevent future occurrences of systemic issues within the CXC teams globally. Working with your team, you will create and maintain a strategic risk management framework, supported by data and evidence that supports CX Centers’ ability to improve alignment of business objectives and vulnerability-informed decision-making. Preparing and delivering briefing materials for key stakeholders on vulnerabilities and strategic risk exposures that could impact CXC’s ability to execute for our clients will be an essential part of your role.

Who you’ll work with:

You will work closely with the CBA Assurance Map team who have responsibility for continuously maintaining a common picture of strategic values and risks across CXC. Other key stakeholders include Senior Leadership with responsibility for the various global CXC services and support organisations, referred to as Engines, Regions and Foundations. Your strategic partners will be the CX Global Quality team with responsibility for executing internal and external audits (including ISO9001, ISO27001 & JD Power), and an existing network of Cisco ambassadors focused on best practice adoption, compliance documentation and adherence across the business.

Who you are:

In this role, you bring your experience of leading a team, setting the strategy and providing on-going direction to team members in the area of risk assessment and assurance. Helping organisations to understand business risks, establish risk management strategies and build a strong network of internal and external alliances to assist with risk mitigation are amongst your key strengths. Through your leadership, CX Centers will benefit from an effective risk management framework aligned to the CBA Assurance Map, Compliance Audit Schedule, and 3rd party assessments. You also have a solid understanding of Compliance Management, Stakeholder Management and Organizational Change Management.

To succeed in this role you will be a dynamic, fast paced leader with a proven ability to be proactive and creative when finding solutions to manage risks across our CX business portfolio. You enjoy a demanding, quick moving environment and the opportunity to develop a high performing team. Demonstration of Cisco’s Principles, collaboration focus, talent development, and a strong diversity mindset are required to ensure our growing team’s capabilities and potential continue to accelerate.

Key Responsibilities:

  • Provide early-stage programmatic leadership to build the risk assessment and assurance framework in conjunction with stakeholders

  • Build a network of internal partnerships that will enable successful execution of risk management priorities

  • Develop strong relationships with external audit and key stakeholders to ensure risk management oversight is understood and managed appropriately

  • Lead and manage a small team with responsibility for managing risks and vulnerabilities for the Global CXC organisation

  • Driving the preparation and governance of CXC remediations as a result of internal and external risk assessments and audits

  • Build out and maintain appropriate risk management tools that support the mission of your team

  • Leverage your leadership skills and management experience to drive success through growth and development of the team

  • Lead and manage resources to help facilitate career growth, develop skillsets for future business needs and adapt to internal and external changes with agility

Desired Skills:

  • Knowledge of risk management methodologies, industry best practices, ISO standards and Risk Management Information Systems (RMIS)

  • Ability to work cross-functionally and collaboratively in a fast-paced, dynamic environment

  • Structured problem solving, able to take a large problem, break it down into components

  • Synthesise information, present complex arguments and make substantiated recommendations

  • Strong analytical thinking, written and oral communication and presentation skills

Why Cisco:

At Cisco, each person brings their unique talents to work as a team and make a difference. Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.

  • We connect everything - people, process, data, and things - and we use those connections to change our world for the better.

  • We innovate everywhere - from launching a new era of networking that adapts, learns, and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more - from Smart Cities to your everyday devices.

  • We benefit everyone - we do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.

Colourful hair? Don't care. Tattoos? Show off your ink. Like polka dots? That's cool. Pop culture geek? Many of us are. Be you, with us. #WeAreCisco

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.

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