Skip to content
itel spotlight

Paulina Wildman - Director of Compliance, Risk & Governance

Our SPOTlight falls on Paulina Wildman, our Director of Compliance, Risk & Governance, in Kingston, Jamaica.

Paulina has extensive experience and has worked in compliance for 9 years, starting first as an agent on the phones, and then across multiple departments, which has given her valuable insights from all levels of the organization.

Learn more about her in the interview below.

Hi, Paulina. We would love to share a bit more about you and your role as Director of Compliance, Risk & Governance. What are some of your responsibilities?

Paulina: I help formulate strategies to manage itel’s overall governance, risks and compliance with regulations and client requirements. These policies need to align with the company’s objectives, and they need to comply with regulatory and internal compliance requirements.

In my daily role as Director, I develop and review policies and procedures, conduct internal audits and risk assessments, help prepare external audits for clients, and report on compliance monitoring activities. I also plan compliance awareness initiatives that promote personal responsibility and risk management, as well as provide recommendations to key stakeholders for improving itel’s overall compliance.

Why is Compliance, Risk & Governance important and how does it impact the client experience?

Paulina: Governance, Risk and Compliance (GRC) and is an area that clients monitor very closely when deciding whether to award itel their business or not.

Having a strong GRC structure gives clients the assurance that itel has put policies in place to efficiently manage risk and to govern the operations of the business. It also shows that we are consistently monitoring and assessing risk and compliance levels, which may directly and indirectly impact clients. It’s also vital that we demonstrate the capability to effectively manage information security, with established and tested business continuity measures in the event of disasters.

The Director position is a huge role that comes with major responsibilities. How do you keep yourself motivated?

Paulina: My role is vital because I play the part of motivator, compliance advocate, educator, and fact and system checker. My job is to ensure that as itel expands its footprint globally, we continuously check all the right boxes relating to company objectives, client experience, employee experiences and stakeholder interests. So, I read a lot of motivational and work-related materials, then challenge myself to apply the knowledge during everyday tasks.

What do you enjoy most about your job and why?

Paulina: I love the challenge of developing a culture of compliance across the organization. It is the perfect opportunity to learn, create and educate, while contributing significantly to itel’s evolution, as it becomes a force to be reckoned with in the Global Services space.

What is the most challenging task you’ve had to overcome as Director of Compliance?

Paulina: To ensure that we successfully obtain verifications of compliance from external auditors.

How do you see your future at itel?

Paulina: My future at itel involves personal and professional development, mentoring others, and expanding the compliance footprint across the company globally.

Tell us something about itel that inspires you…

Paulina: The BHAG! That Big Hairy Audacious Goal is truly an inspiration and perfectly captures the spirit of the itel way.

What else would you like people to know about you?

Paulina: I love working and living in JA. It’s easy to relax and unwind after a long work week. I also love trying new things and visiting new places and my favourite pastime is reading.

Thank you, Paulina, for taking the time to speak with us and allowing us to “shine a light” on all your great work.

Watch for more SPOTlights in upcoming newsletters.