#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.

Operations Lead, Client 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 relationships

• Responsibility and ownership for the delivery of service and service metrics to client

• Responsible for supporting quality programs

• Responsible for embedding new processes and workflows into the team

• Drive continuous improvement and value add initiatives

• Responsibility for meeting the obligations established within the contract

• Responsibility for assessing and implementing change, strategic directions

• Ensure process documentation complete and robust

• Coaching, developing and managing team members

• Ownership of serious issue resolution and escalation management

• Allocating resources and responsibilities across the team to deliver business results and develop team members

• Responsibility for 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, client, other vendors etc.

• Demonstration of 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 ability to meet targets on a continuing basis

• Ability to be flexible and 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

• Proven experience managing matters involving 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.

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with 750,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song. These capabilities, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com

Igualdade de oportunidade de emprego                                                      
A Accenture rege-se pelos princípios da meritocracia e da igualdade de oportunidades, não discriminando nem tolerando qualquer discriminação em razão de ascendência, origem étnica, raça, cor, sexo, estado civil, território de origem, grau de instrução, posição social, orientação sexual, religião, convicções e/ou opções políticas ou ideológicas, situação económica ou social, ou em função de qualquer outro factor considerado discriminatório e proibido nos termos da lei.                                                        

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