Service Delivery Operations Associate Manager  

About the Role: As a Service Delivery Operations Associate Manager you will perform the following (but not limited to) duties and responsibilities:

Operations Associate Manager for Voice Account

• Makes independent decisions in coordination with the Project Lead, which have major day-to-day impact in area of responsibility, and may influence direction of other areas. Accountable for results of work to both Accenture and client.
• Responsible for fulfillment of contractual obligations/completion of deliverables within own area of responsibility.
• Responsible for communication of strategy, initiatives, local plans and performance metrics across own area of responsibility.
• Works with the Ops Manager in reviewing performance against financial parameters, and monitors and reports on budgetary aspects within own area. May have significant input to budget setting/financial proposals and reviews.
• Initiates and promotes continuous improvement programs across sphere of influence

Operations Associate Manager for Content Moderation

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.

About You: The ideal candidate will have the following skills and experience:

• Minimum of 7 years BPO professional experience with 5 years Supervisory position
• Strong planning skills; able to manage multiple priorities and tasks.
• Results-focused/oriented: pursues opportunities and solutions despite repeated obstacles and adopts ways to do tasks faster or with fewer resources.
• Strong problem-solving and analytical skills: capable of inductive thinking, and applies lessons learned in the past to current situations and issues.
• Managing measured productivity of team.
• Experience managing productivity-driven operation.
• General knowledge of human resources policies and procedures.