#LI-EUOperations LeadClient facing role working with a large team of professionals. You are responsible for and own the delivery of service and service metrics to client as per contractual agreement, while managing all aspects of the team's strategy, forecasting and delivery of execution excellence regarding the assigned workflows and reporting directly to the Service Delivery Lead. You will own the future growth of the established team. People management, motivation, engagement and accountability are a key function of this role.Main Responsibilities/Accountabilities:Responsibility for maintaining and developing key client relationshipsResponsibility and ownership for the delivery of service and service metrics to clientResponsible for supporting quality programsResponsible for embedding new processes and workflows into the teamDrive continuous improvement and value add initiativesResponsibility for meeting the obligations established within the contractResponsibility for assessing and implementing change, strategic directionsEnsure process documentation complete and robustCoaching, developing and managing team membersOwnership of serious issue resolution and escalation managementAllocating resources and responsibilities across the team to deliver business results and develop team membersResponsibility for team members' formal evaluation processes including career development, salary review and performance managementRequired Skills and Experience:6+ years' experience managing teams in an outsourced / operations environment with multilingual teamsTrust & Safety experience - mandatoryManagement of large teamsMulti party management i.e. subcontractors, client, other vendors etc.Demonstration of ability to meet SLA's / metricsRevenue / financial managementStrong organizational, multi-tasking, and time-management skillsExcellent negotiation, influence, mediation and conflict management skillsExcellent business acumenCreativity – focused on service improvement opportunitiesChange Management experienceAbility to work in a process-driven high demand environmentService focused with ability to meet targets on a continuing basisAbility to be flexible and work analytically in a problem-solving environmentExcellent communication (written and oral) and interpersonal skillsStrong supervisory, coaching and project management skillsAbility to manage multiple simultaneous activities across different business activitiesDelivery focusProven focus on Continuous improvement and adding value to clientsProven experience managing matters involving sensitive and challenging user-generated content with good judgment, discretion, and sensitivityExcellent English Level
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