Skill required: Trust & Safety - Content Guidelines

Designation: Delivery Operations Associate Manager

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.Visit us at www.accenture.com

What would you do You will be responsible for 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 may be exposed to flashing lights or contrasting light and dark patterns. 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.The Operations Manager (Level 8) will Lead and supervise team in delivering maps processing services to the client as part of a global, high-performance support team. Support the transition of additional scope from the client to Accenture. 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, content moderators need 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. Work closely with Team Managers (Level 9s) to ensure SLAs are daily deliverables are on target. Ensure accurate and timely reporting of the daily metrics to all stakeholders. 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. Excellent English communication skills (Written and Oral)

What are we looking for Skills Requirements

Should possess good understanding of maps and detailed mapping knowledge
Team management- Manage Team Leads managing respective teams and ensure all performance requirements are met
Client facing experience-Governance/QA Experience/Issue resolution/Improvements etc.
Should be willing to stretch during the initial stages of a project and motivate teams to do the same
Multiple stake holder management-Client and Accenture
Understand and implement organization/process/automation initiatives
Team engagement
Conflict resolution
Collaborates with client almost on a daily basis to ensure delivery of services and achievement of daily goals
Take proactive steps to ensure service measures are on track with the Service Level Agreement (SLA). *Provide performance feedback and career guidance to all team members.
Guide and assist in speedy resolution of process & people escalations appropriately. Provide automation and process improvement guidance and drive initiatives to improve productivity and reduce errors and such Ensure moral of teams is high at all times, through active engagement Assist in effective execution of scaling up: recruitment, training etc.10-12 years of experience encompassing the following: Experience in metric driven rigorous process for an operations service, preferably in in digital content domain Experience/Knowledge in mapping (editing images, tagging images, directions, navigation is required Experience with using smartphones, and getting directions on a smartphone High Ability to use a map, navigate between two locations, familiar with driving andor rules of the road Possess of excellent analytical skills and team player skills Familiar in client facing activities.At least 8 years of team management experience Roles and Responsibilities:
Process Management:
Direct and implement mapping services and solutions in line with the solution· Ensure consistency and standardization in the processes across teams· Ensure that policies, processes, and business practices comply with and are maintained in accordance to client's policies and contract requirements.
Develop and maintain good working relationships with customer to ensure that Accenture solutions are adopted, implemented and maintained consistently.
Ensure cost efficient use of resources.
Identify opportunities to continuously increase savings.Audit and Compliance· Oversee current processes, operations, systems, databases and information security are up to date and comply with proper principles/policies/proceduresPlanning and Controlling:
Ensure that cost inputs (myTE, other expenditure) are accurate at all levelsReporting:
Assist in generation of accurate and timely data for and reporting: Ensure reporting (daily, weekly, MBR, QBR)
Assist in and as required, lead discussions around performance of the process and teams to internal stakeholdersService Management and Continuous Improvement:
Contribute to the development and refinement of Service Level Agreement and Service Reporting for the services provided.
Continuously monitor and introduce areas for improvement by acquiring and providingfeedback from/to the customers and Team Leads, tracking performance statistics from the SLA Report and benchmarking against the industry.