Customer Service Associate

To develop an ethical culture & identify ethical lapses in the organization, and identify revenue leakages in GMR projects in the northern region.

Accountabilities

Criticality of the Role

Key Performance Indicators

Preventive & Detective functions

Forensic  :

1. Analysis of SAP & EPOS data.
2. Identifying suspect transactions / activities.
3. Analysis of extracted Forensic images of relevant material – using EPOS, Antella, IDEA software.
4. Analysis of POs, Invoice & payments documents.

• A highly skilled task; forms the basis of all subsequent action & results.

Nos. & Quality

Human Centric Intelligence:

1. Creating & developing secret   

       sources

1. Collection of relevant

        intelligence

1. Discreet verifications /

       inquiries

1. Employees / Vendors profiling
2. Surveillance  over suspects

• It requires special knack for identifying useful contacts ;
• Skillful, emotional and psychological  handling of such sources and to convince them for collecting and sharing relevant intelligence is equally difficult ;
• Discreet inquiries & surveillance is a very difficult covert task, and requires sustained & painstaking efforts

Nos. & Quality

Inquiries & Investigations : for DIAL and DIAL related companies (JVs) & DFCC

1. Generating Alert Notes
2. Collection of relevant supporting evidence
3. Filed inquiries / verifications
4. Examination / Interview of suspects  / witnesses
5. Collation and appreciation of evidence
6. Preparation of final reports with suitable recommendations
7. Suggesting System Improvements
8. Presentation of results before Group Head  / Senior Management
9. Follow up on Final action

• Generating alerts , collection of supporting evidence is an important tool of notifying the Management about suspected wrongdoings by individuals / entities
• Conducting verifications & detailed inquires requires attention to detail;
• Report preparation & its presentation is a specialized task of collating evidences, including separating the grain from the chaff.
• Identifying the gaps in the existing systems and suggesting relevant improvements is an important part of E&I findings, which require in-depth knowledge of the existing processes & knowledge about the best practices available. it aims at ensuring  corrective measures and thereby preventing  recurrence of similar wrongdoing and finally protecting the Operational , Financial & Reputational interests of the Company;
• Unless the recommended course of action is diligently followed for effective implementation, the entire results of the inquiry remain just an academic exercise.

Nos. & Quality

Developmental Activities

• These are very vital aspects of E&I functioning, aimed at training and acclimatizing the staff / vendors about the Company’s Code of Conduct and other disciplinary policies.

•  As quite a number of wrongdoings do occur due to lack of proper knowledge, these developmental activities help to make the staff / vendors aware of potential damage / resultant penal actions.

Enhancing  Ethics awareness amongst DIAL  Staff, Vendors & Stake Holders :

1. Assistance in conducting Ethics Awareness projects / Programs.

1. Training courses
2. Audio – Visual programs
3. Workshops & Seminars
4. Ethics Council Meetings

1. Analyzing results & feedback of all developmental activities
2. Conducting Surveys

Nos. & Quality

 External - Roles  you need to interact with outside the organization to enable success in your day to day work

1. Collection of intelligence from various external sources, followed by detailed verifications.

1. Discreet inquiries at various connected locations covering suspect staff / vendors.

1.  Vendor profiling and due diligence.

1. Maintaining surveillance over suspects.  

1.  Interaction with connected external departments / investigating agencies to collect relevant materials/ evidence in connection with E&I inquiries.  

 Internal - Roles you need to interact with inside the organization to enable success in your day to day work

(1) Employee interaction to gather - intelligence, system processes, dept. internal information and to discuss possible improvements.

(2)Interacting  with offices of GCM, BCMs, CEOs and various other HODS for follow up and updating ATR

(3)Interaction with staff of others departments / JVs from Ethics Awareness perspective.

• Preparation of AOP
• Monitoring of Vendor payments and Imprest account etc..
• Maintaining internal expenses accounts of E&I.

• 1) Ability to collect open source intelligence from the Web & Social networking sites.
• 2) Wide network across functions, and external stakeholders etc.

• MBA (preferred)
• Previous experience in Audit/ Investigation related work
• Good knowledge of MS Outlook, SAP and technical forensic tools such as Intella, EPOS, IDEA, encase etc.
• Knowledge and understanding of various infrastructure related businesses
• Knowledge of bidding to payment processes in a business

• Total  experience  :  10+
• At least 5 in investigation/ audit related works