“Don’t be afraid of change” – 60 seconds with Nora Clancy, Global Director of Audit and Compliance, TELUS International Group – Business & Finance

Nora Clancy is a chartered accountant with extensive experience in the areas of audit, risk and compliance. She joined TELUS International in July 2017 from the firm of Cuddy O’Leary and Foley, where she was an audit partner. She previously held the position of Head of Internal Audit for Dairygold Co-Operative Society Limited.

Since joining TELUS International, Clancy has been promoted to the role of Global Director of Audit and Compliance for the TELUS International Group providing oversight on the information security audit and risk compliance program.

What was your first job?

My first job was in the family printing business. My late father enrolled me in a typewriting course to provide backup typesetting support during holiday periods; for the typewriting skills I am eternally grateful! My first career job was as a trainee chartered accountant within the audit department of Mazars based in Dublin. At the time the firm was medium sized so the experience was very varied from large firm audits to accounts and tax preparation. This rounded training has stood to me throughout my career, and has led me to the role of Director of Global Compliance and Audit, responsible for Information Security Compliance at TELUS International Ireland.

What pushed you to pursue a career in this field?

My current position has very much evolved over the past 30 years. I joined TELUS International Ireland (at the time Voxpro) in 2017, to set up the internal audit function as the company was rapidly scaling.  There was plenty of opportunity across the organisation for team member growth and development which was actively encouraged. Within a year Voxpro was acquired by TELUS International and I started working with the global compliance functions to roll out a GDPR compliant programme for Ireland. I also collaborated with various teams to integrate the Irish entity with TELUS International’s information security compliance program.

This experience, working closely with the information security and privacy teams, led me to obtain a professional privacy certification with IAPP. An opportunity then arose to take up the position of Director of Information Security Compliance for TELUS International’s global team and I haven’t looked back.

What would you regard as your greatest achievement to date?

When I took up the role initially, the TELUS International (TI) information security program had Payment Card Industry (PCI) certificates in a few regions. We now have a consistent model in place across all of our regions with facilities/work from home setups which are PCI DSS, ISO 27001, HITRUST and SOC 1 and SOC 2 certified. This allows continuity across our regions e.g. for customers they will experience the same level of security in each of TI’s regions. This was a significant achievement considering we are now certifying over 40 sites across the globe. During 2023, my team also collaborated with the privacy team to achieve ISO 27701 which is a new and valuable addition to our certification cycle.

Career wise, would you do anything differently?

In life we take different paths and at the time they are the right ones based on the circumstances that you face. I don’t have any career regrets and have great memories of all stages of my career. Great mentors, the colleagues and the experiences I’ve gained. They have all led me to an organisation that is committed to Ireland across sites in Cork, Dublin and Mayo. I like to look forward and am always striving to be the best that I can be.

In one sentence, how would you define success?

Success is knowing that you have a strong team that goes above and beyond to deliver on organisational goals and objectives and in return (the team) know that TELUS International Ireland cares about their future and development.

What’s the best piece of advice you’ve ever been given?

Don’t be afraid of change. In fact, we should embrace it and enjoy the challenge. My advice to anybody starting out in their careers is to ensure to broaden their experiences and seek out organisations that are committed to their clients and team members.

How do you motivate yourself and your staff?

TELUS International has a caring culture which is very respectful of team members ensuring a positive environment for motivation. Setting clear goals, trusting the team to operate on their own initiative and showing appreciation for a job well done are all key to ensuring a motivated team.

How do you handle adversity?

Don’t jump in, stand back and assess. Take time to understand the facts of the situation, decide on an approach and ensure to keep any relevant parties informed at all stages. Experience has taught me to be open minded and try to see the situation from the opposite perspective.

How do you relax?

In my spare time I enjoy playing golf, going to sporting events and relaxing with a good book. Spending time with my family is also hugely important to me.

What is your favourite (non-business) book?

I love reading when I have the time. My latest read was Prophet Song by Paul Lynch (Booker Prize 2023). The storyline captures in a very relatable manner how fragile the world is today and how easily our lives can turn from normal to chaos in turbulent times. It is well worth a read.

What are your aspirations for the future of the business?

There are exciting opportunities for the business to grow here and transform the way we do business, particularly with advancements in AI and digital technology. Country specific laws and regulations are being drawn up to ensure AI adoption is appropriately regulated and that is the challenge we are facing; to promote and enable AI implementation while at the same time ensuring that it is being delivered responsibly. We are partnered with the world’s most respected and disruptive brands, all while empowering team members to innovate.


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