Head of Internal Audit, Quality & Process Excellence

We are seeking a highly experienced and results-driven Head of Internal Audit, Quality & Process Excellence to lead our internal audit function, drive continuous improvement initiatives, and ensure operational excellence across the organization.The successful candidate will be responsible for strengthening governance, risk management, internal controls, quality assurance frameworks, and business process optimization to support the organization’s strategic objectives.

CLOSING DATE: 15th June, 2026

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PURPOSE

The Head of Internal Audit, Quality & Process Excellence is responsible for establishing, maintaining, auditing and continuously improving the operational, financial and administrative processes across the Intel HRC Group. The role is the custodian of the Group Quality Management System (QMS) and ensures that all policies, SOPs and controls are documented, digitized, communicated, monitored and consistently applied across every department and country.Reporting directly to the CEO and operating independently of Finance, Sales & Marketing, Operations & HR, as well as IT, the role leads ISO 9001 certification and surveillance, drives continuous-improvement initiatives, sustains audit readiness, and provides independent assurance that transactions and operations comply with company policy and applicable regulation.

KEY RESPONSIBILITIES 

Process Governance & SOP Management

• Review existing SOPs and policies, identify process gaps and inefficiencies, and develop, standardize and maintain Group-wide procedures.
• Ensure every department has documented, version-controlled SOPs and communicate process changes across the Group.
• Conduct periodic SOP reviews and maintain the Group SOP Manual, process maps, policy register and SOP compliance dashboard.

  AI Knowledge Management & Digitalization

• Digitize all SOPs, policies, manuals, forms and templates and build and maintain the Intel AI Knowledge Repository.
• Structure documentation for integration into the company’s AI agents so employees can access accurate, and current information.
• Coordinate with ICT and automation partners on AI implementation and maintain the policy management portal and departmental knowledge libraries.

  ISO 9001 Quality Management System

• Lead the ISO 9001 certification project and maintain the Quality Management System in line with the standard.
• Plan and conduct internal audits, coordinate external certification audits, and track corrective and preventive actions (CAPA).
• Monitor quality objectives and KPIs and prepare management review reports.

  Internal Audit & Compliance

• Develop the annual risk-based audit plan and conduct operational and compliance audits across the Group.
• Review departmental adherence to policies and procedures, investigate process failures and monitor implementation of recommendations.
• Maintain the risk register, compliance scorecards and quarterly audit reporting.

  Accounting & Financial Controls Review

• Working alongside Finance but independently, review accounting entries for completeness and adequacy of supporting documentation.
• Verify approval-workflow compliance and confirm transactions comply with accounting policy; review payroll controls and tax/statutory documentation.
• Produce the monthly accounting review report, internal control assessment and finance compliance dashboard.

  Audit Readiness & Risk Management

• Ensure all departments maintain proper records and monitor document-retention compliance.
• Prepare the company for external audits and support statutory audits and due-diligence exercises.

  Customer Satisfaction & Service Quality Assurance

• Independently oversee and audit the customer satisfaction process to ensure feedback is collected, recorded and reported in a fair, transparent and objective manner.
• Ensure the Client Service Excellence (CSE) team conducts monthly customer satisfaction surveys and engages all assigned clients following each payroll cycle.
• Monitor customer satisfaction trends, complaints and service quality metrics, maintaining a centralized tracker and recommending corrective actions to drive continuous improvement.

ESSENTIAL SKILLS AND QUALIFICATIONS

• Bachelor’s degree in Accounting, Finance, Business Administration, Quality Management or a related field.
• Desirable: Master’s degree in a relevant discipline.

  Professional Certifications

• Essential (one or more): ISO 9001 Lead Auditor or Lead Implementer; CIA; ACCA; CPA; or CISA.
• Desirable: Six Sigma Green Belt or Black Belt, or other recognized process-excellence credential.

  Experience

• At least 7 years in internal audit, quality assurance, process improvement or risk management, including time at a senior level.
• Demonstrated experience implementing ISO 9001 and developing SOPs and internal control frameworks.
• Hands-on experience with accounting systems and audit processes; track record of leading organizational transformation projects.
• Desirable: Experience across multi-country operations and exposure to digital / AI-enabled knowledge systems.

 Skills & Competencies

• Strong command of audit methodology, quality management systems and internal-control design.
• Analytical rigour with the ability to identify root causes, quantify risk and recommend practical improvements.
• Excellent documentation, process-mapping and report-writing skills.
• Effective communication and influencing skills across all levels and cultures, with the ability to drive change.
• Digital fluency, including comfort structuring content for AI tools and collaborating with ICT/automation teams.