#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 relationships
Own the delivery of service and service metrics to the client
Support quality programs
Embed new processes and workflows into the team
Drive continuous improvement and value-add initiatives
Meet the obligations established within the contract
Assess and implement change and strategic directions
Ensure process documentation is complete and robust
Coach, develop, and manage team members
Resolve serious issues and manage escalations
Allocate resources and responsibilities across the team to deliver business results and develop team members
Manage team members' formal evaluation processes including career development, salary review, and performance management
Required Skills and Experience:
6+ years' experience managing teams in an outsourced/operations environment with multilingual teams
Trust & Safety experience - mandatory
Management of large teams
Multi-party management (i.e., subcontractors, clients, other vendors)
Ability to meet SLA's/metrics
Revenue/financial management
Strong organizational, multi-tasking, and time-management skills
Excellent negotiation, influence, mediation, and conflict management skills
Excellent business acumen
Creativity focused on service improvement opportunities
Change Management experience
Ability to work in a process-driven, high-demand environment
Service-focused with the ability to meet targets on a continuing basis
Flexible and able to work analytically in a problem-solving environment
Excellent communication (written and oral) and interpersonal skills
Strong supervisory, coaching, and project management skills
Ability to manage multiple simultaneous activities across different business activities
Delivery focus
Proven focus on continuous improvement and adding value to clients
Experience managing sensitive and challenging user-generated content with good judgment, discretion, and sensitivity
Excellent English level
About 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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