Manager, Internal Audit Assurance – Governance and Support Services

To perform daily call center activities communicating with all call center callers ensuring highest level of customer service and courtesy in line with Masdar standards and requirements.

Responsibilities : 

• Handle all incoming and outgoing telephone calls professionally and direct the calls to respective person to ensure all calls are attended to.
• Maintain the call centre log ensuring an accurate record of all callers are requirements is maintained.
• Follow all relevant policies, processes, operating procedures and instructions so that work is carried out in a controlled and consistent manner.
• Apply consistent approaches/discipline and standardized forms in line with relevant policies, processes and procedures.
• Prepare relevant reports and updates as required and to the desired standard.
• Provide management information as and when required by the line manager – this includes the production and timely provision of accurate reports in line with reporting schedules.
• Support in developing and delivering the annual operational business plans and KPIs for the unit and contribute to performance monitoring and reporting for the unit so that overall objectives are met.
• Prepare/ review the risk and control matrix (RCM) prepared by external consultant prior to the start of /during the audit fieldwork and submit to the Quality reviewer/ senior management for approval.
• Manage and execute the audit engagements as per the engagement plan including RCM and develop proper working papers to support the work done and audit findings noted and submit the same for quality review.
• Review work performed by field auditors and issues received from the field auditors and determine if other area or related activities need to be reviewed in order to reflect a correct picture of the company’s commercial health.
• Review of subordinates work papers for work completeness, meeting the objectives, and matching it against issues identified.
• Review audit issues/ draft audit report received from the field auditors and determine if other area or related activities need to be reviewed in order to reflect a correct picture of the company’s commercial health.
• Submit the draft audit report to senior management for review in line with the project time plan.