Delivery Operations Associate Manager

Delivery Operations Associate Manager

Skill required: Trust & Safety - Content management

Qualifications: Any Graduation

Years of Experience: 10 to 14 years

About Accenture

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, Technology and Operations services, and Accenture Song—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 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.

What would you do?

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. You will be responsible for leading a team of Content Moderators whose role is analyzing and reviewing user profiles, audio, videos, and text-based content and/or investigating, escalating and/or resolving issues that are reported by users or flagged by the system. Due to the nature of the role, the individual and you may be exposed to flashing lights or contrasting light and dark patterns. Content moderation is meaningful work that helps keep the internet safe. It may also be challenging, at times. In the context of this role, individuals may be directly or inadvertently exposed to potentially objectionable and sensitive content (e.g., graphic, violent, sexual, or egregious). Therefore, any role supporting content moderation needs strong resilience and coping skills. We care for the health and well-being of our people and provide the support and resources needed to perform their role responsibilities. Active participation in Accenture's well-being support program, designed specifically for the Trust & Safety community, provides valuable skills to promote individual and collective well-being.

What are we looking for?

An institutional process that maximizes performance levels and competency for an organization. The process includes all the activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling and analytics.

• Review, classify and/or remove content according to client guidelines, using specific tools and channels

• Understand and remain updated on changing client policies and guidelines

• Investigate, resolve, and relay complex content issues to the broader Trust and Safety team

• Serve as an advocate for the user community

• Participate in process improvement initiatives that improve quality and efficiency of work

• Participate in continuous training programs and workgroup discussions for optimal development in the role

• Engage in conversation around socially sensitive topics with the purpose of keeping our communities safe

• Strong coping, emotional resilience, and stress-management skills

• Excellent comprehension, communication skills

• Ability to perform duties objectively, devoid of inherent biases or personal beliefs, in the best interest of client policies

• Strong attention to detail

• Comfort synthesizing and analyzing information from multiple streams

• Strong critical thinking and decision-making skills

• Deep familiarity and passion for the internet, internet platforms, and internet culture

Roles and Responsibilities:

• In this role you are required to do analysis and solving of moderately complex problems

• Typically creates new solutions, leveraging and, where needed, adapting existing methods and procedures

• The person requires understanding of the strategic direction set by senior management as it relates to team goals

• Primary upward interaction is with direct supervisor or team leads

• Generally interacts with peers and/or management levels at a client and/or within

• The person should require minimal guidance when determining methods and procedures on new assignments

• Decisions often impact the team in which they reside and occasionally impact other teams

• Individual would manage medium-small sized teams and/or work efforts (if in an individual contributor role)

• Please note that this role may require you to work in rotational shifts

Duties and Responsibilities:

• Monitor daily operational metrics (SLA/KPI s/Adherences etc...) on real time basis

• Publishing real time reports for performance monitoring, coordinating with internal/external stake holders as in when required

• Preparing RCA, Maintaining Downtime trackers, Proposing schedule changes to meet performance, Acting on Roster Swap / Week off Swap / Break Swap requested received through email or tool.

• Deliver timely ad hoc and standard operational reports

• Work with process subject matter experts from each functional team

• Assist in designing insightful report views (excel-based or tool-based or dashboards)

• Provide regular and ad-hoc results interpretation to Accenture management as requested

• Utilize data to identify trends and opportunities for improvement

• Work with other teams and stakeholders to identify opportunities to improve performance results in accordance with contractual agreements with vendors and clients

• Perform Quality Assurance (QA) on reporting analysis performed by other reporting groups as needed

Make/propose improvements to work products, services or processes

• Excellent oral and written communication skills.

• Comply with Accenture standards, procedures and policies

• Build skills (self or others) needed to execute responsibilities

• Working experience on WFM tools, applications and functions is preferred

Exhibit collaboration and effective communication skills to generate quality outcomes. Whenever necessary do the root cause analysis