Contract Compliance and Controls Analyst- Location Philippines

About Majorel

Majorel supports clients all over the world to successfully shape their customer relationships. More than 48,000 employees in 28 countries design and implement customized solutions for this purpose. We create amazing customer experiences that people value and we are proud of. By combining talent, data, and technology, we deliver real impact for our partners. Today’s rapidly changing world is sometimes challenging for service delivery; But with our spirit of true entrepreneurship, adaptability and our drive to go further, we view it as an opportunity to innovate by getting the best from people and technology. We constantly strive for the best. We know that doing so is pursuing a moving target. It takes full commitment to go the extra mile. Mutual respect and trust is the hallmark of every successful business, and it’s the same at Majorel. We know that challenges are met and ambitions achieved through teamwork: not only amongst our colleagues, but in partnership with our clients too.

Job summary

Responsible for the maintenance and execution of processes to manage the successful delivery of requirements across a suite of contracts. The role will involve analysis of controls, execution of controls, as well as reporting. As part of this work, the successful candidate will work on multiple contracts, spanning a number of countries, sites and departments. Promotes continuous improvement in the company’s control of its contract requirements.  Contributes to moderately complex aspects of a project. Work is generally independent and collaborative in nature. Typically requires 4 to 7 years of related experience.

Main responsibilities

Managing Relationships

  • Provide support and guidance to key business stakeholders in implementing Majorel’s controls management system
  • Work closely with all parties responsible for the delivery of contract requirements (Operations, IT, HR, etc.)
  • Build and manage the relationship with local teams. Guide, and influence these teams on what is required

Managing Process and Administration

  • Execute and manage controls to ensure delivery of all customer contract requirements across multiple contracts, clients and delivery sites.
  • Work with contract requirements and execute effective controls
  • Understand, critique and recommend improvements to controls
  • Perform detailed reviews of all aspects of contractual controls, including reviews of controls and effectiveness
  • Maintain an over-arching view of contract status and manage changes and updates to controls as required
  • Prepare detailed structured reports on contract and controls performance

Maintaining Operational and Company Standards

  • Ensure the controls management for our contracts is embedded across all relevant departments and individual roles within the company.
  • Promote the best interests of the company at all times
  • Support the organisation’s goals and values
  • Encourage and drive quality and continuous improvement of processes used across the business
  • Follow Company policies and procedures


  • Work with a global team
  • Provide oversight of controls and evidences that encourages and drives quality and continuous improvement of processes within the team.

Team working

  • Work in a global organisation with different cultures
  • Work well as part of a team and effectively coordinate with remote teams
  • Work closely with counterparts in the Audit, Risk, Compliance, Information Security and Data Protection teams
  • Share ideas to enhance cross-team learning and business development
  • Build and maintain relationships with internal and external parties
  • Support the team’s efforts to succeed
  • Exhibit objectivity and openness to others' views


Competencies and professional background

  • Bachelor’s Degree or equivalent
  • 3 years’ experience in one or more of the following disciplines:  audit, compliance, ,  quality controls
  • Experience in executing and reporting on controls
  • Excellent written and verbal communication skills in English
  • Excellent communication, relationship management and influencing skills
  • Ability to analyse, present and report data
  • Ability to respond and challenge at senior level
  • Ability to adapt and respond to change
  • Prior exposure to ISAE3402, SOX or similar standards
  • Experience in management and review of contract requirements and controls
  • Understanding of COSO or COBIT framework and internal controls design and evaluation methods
  • Experience in a CRM/BPO customer experience business is a distinct advantage
  • Have strong analytical as well as problem solving skills
  • Demonstrate attention to detail
  • Have an ability to function in a global team environment and work on multiple projects
  • Independent thinker with capability of challenging thought process while still maintaining a strong relationship with stakeholders
  • Ability to engage and communicate at all levels in the organisation
  • Manage time effectively, personally and on behalf of others
  • Ability to prioritise and re-prioritise work and manage service delivery targets within tight constraints
  • Take ownership for workload and be proactive in approach
  • Strong communication skills, using appropriate language and style of communication that is relevant to the situation and circumstances to influence
  • Demonstrate sufficient self-awareness to identify personal strengths and areas for development
  • Calm, reasonable and professional manner
  • Flexible to change, eager to improve and develop new skills
  • Display professionalism at all times


Note: Location is Philippines


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