#LI-EU Trust & Safety Operations Lead Accenture is a trusted, innovative, comprehensive, and experienced partner to leading platform companies. The Trust and Safety offering within Accenture Operations helps keep the internet safe and helps platform companies accelerate, scale, and improve their businesses.
The Operations Lead is a client-facing role working with a large team of professionals. You are responsible for and own the delivery of service and service metrics to the 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 key functions of this role.
Main Responsibilities/Accountabilities: Maintain and develop key client relationshipsOwn the delivery of service and service metrics to the clientSupport quality programsEmbed new processes and workflows into the teamDrive continuous improvement and value-add initiativesMeet the obligations established within the contractAssess and implement change and strategic directionsEnsure process documentation is complete and robustCoach, develop, and manage team membersResolve serious issues and manage escalationsAllocate resources and responsibilities across the team to deliver business results and develop team membersManage 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, clients, other vendors)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 the ability to meet targets on a continuing basisFlexible and able to 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 clientsExperience managing sensitive and challenging user-generated content with good judgment, discretion, and sensitivityExcellent English levelAbout us: Accenture is a global professional services company with leading capabilities in digital, cloud, and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology, and Operations services — all powered by the world's largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners, and communities. Visit us at accenture.com.
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