Company Description:
Sutherland is a global leader in driving business and digital transformation, delivering exceptional experiences as one of the largest process transformation companies in the world. Our approach is to offer an integrated portfolio across artificial intelligence, intelligent automation, advanced analytics, and digital services to create innovative solutions tailored to the industries we serve, turning legacy environments into state-of- the-art business enablers. Our global operations are present in countries including Bulgaria, Canada, China, Colombia, Dubai, Egypt, India, Jamaica, the Kingdom of Saudi Arabia, Kosovo, Malaysia, Mexico, the Philippines, South Africa, the United Kingdom, and the United States. Sutherland Global Services is headquartered in Rochester, NY, USA. More information about the company can be found at https://www.sutherlandglobal.com/
Job Description:
We are seeking a bilingual (Spanish/English) Senior Associate – Compliance & Incident Management to support day-to-day compliance operations, incident case handling, and documentation activities for the US region. This role is responsible for managing hotline cases, supporting I-9/E-Verify processes, reviewing transactions for compliance accuracy, and ensuring timely escalation of sensitive or high-risk issues.
The specialist will serve as the primary contact for Spanish-speaking employees and store managers, ensuring accurate interpretation, documentation, and communication of compliance matters. The role requires exceptional attention to detail, strong judgment, and the ability to follow US regulatory guidelines with precision.
This role is based out of Colombia (onsite) and operates closely with US HR, Legal, Compliance teams, and offshore HR operations teams in India.
Key Responsibilities
Compliance Case Handling & Documentation
- Support end-to-end compliance case management including initial review, fact gathering, documentation, and timely routing to appropriate teams.
- Translate and document compliance-related concerns raised by Spanish-speaking employees or store managers.
- Maintain accurate case records in the incident management system (date, reporter details, case notes, disposition).
Hotline & Incident Report Management
- Monitor incoming hotline reports, ensuring each case is logged accurately and confidentially.
- Categorize and prioritize cases, ensuring adherence to turnaround time and escalation requirements.
- Respond to Tier 1 and Tier 2 compliance queries with clarity and accuracy.
I-9 & E-Verify Support
- Assist with I-9 corrections, supporting stores with E-Verify cases, tentative non-confirmations (TNC), and exception handling.
- Coordinate documentation requirements for State/Federal I-9/E-Verify audits and ensure audit readiness.
Audit & Transaction Review
- Review and audit transactions completed by offshore teams to ensure accuracy and adherence to US regulatory standards.
- Identify discrepancies and collaborate with team leads to drive corrective action.
Escalation Management
- Flag high-risk compliance issues (fraud, identity mismatch, policy violations) and escalate promptly to US Compliance, ER, or Legal teams.
- Provide bilingual explanations of case details when required by US stakeholders.
Policy Governance & Communication
- Support updates to compliance SOPs, policy documents, and communication materials.
- Translate communications into Spanish as needed for frontline awareness.
Collaboration & Support
- Work closely with US on-site Compliance Leads to ensure accurate case routing and documentation consistency.
- Partner with HR Operations, Payroll, Talent, and Store Leadership teams to ensure end-to-end compliance.
Qualifications:
- 2–3 years of experience in Compliance, Incident Management, HR Operations, or Case Management supporting US geography.
- Experience handling I-9/E-Verify, hotline cases, documentation auditing, or HR compliance processes is highly desirable.
- Working knowledge of HRIS, incident management tools, and compliance workflows.
- Familiarity with US labor compliance basics, I-9 regulations, and E-Verify processes.
- Strong documentation and audit capability.
- Bachelor’s degree in HR, Business Administration, Legal Studies, or related discipline.
- Native or near-native Spanish fluency and strong English proficiency(written and verbal).
Additional Information:
All your information will be kept confidential according to EEO guidelines.
