Delivery Operations Team Lead

Accenture; Hyderabad; On-site; INR 1,500,000 - 2,000,000; Full time

Benefits offered by this job

Well-being support program

Career growth opportunities

Job summary

A global services firm is seeking a Delivery Operations Team Lead to manage a team responsible for content moderation. This role involves leading daily operations, conducting performance reviews, and ensuring team adherence to client service standards. The ideal candidate should have 7 to 11 years of experience and strong leadership qualities. The firm values the well-being of its employees and provides necessary support and resources to thrive in this challenging role, which may involve exposure to sensitive content.

Qualifications

• 7 to 11 years of experience in a relevant field.
• Strong understanding of content policies and online safety practices.
• Excellent verbal and written communication skills.

Responsibilities

• Lead and manage a team of content moderators.
• Conduct performance reviews and implement improvement plans.
• Ensure adherence to security and client data protection measures.

Skills

Coping skills

Leadership qualities

Decision-making skills

Analytical skills

Education

Any Graduation

Job description

Skill required

Trust & Safety - Content management

Designation

Delivery Operations Team Lead

Qualifications

Any Graduation

Years of Experience

7 to 11 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 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 www.accenture.com

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-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. As a Team Lead, you will be responsible for handling the team of Reviewers, providing coaching and feedback based on performance and career growth, managing the quality of work, driving people management activities, ensuring governance check points are adhered to, and motivating team members to deliver optimum performance.

Responsibilities

• Lead daily Pre-Shift and Post-Shift meetings (huddles) to discuss performance, process updates, and organizational initiatives.
• Provide daily guidance to team members on how to efficiently manage day-to-day tasks.
• Lead the team to meet Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)/ Critical Performance Indicators (CPIs) defined by the process and the client.
• Conduct performance reviews (Monthly, Quarterly, and Yearly) for the entire team and implement Corrective Action Plans or Performance Improvement Plans as needed.
• Collaborate with the training team to identify Training Needs and Assessments (TNA) and develop training plans for the team.
• Work with Quality Analysts to identify areas of improvement and process gaps, ensuring corrective actions are taken.
• Create and manage Standard Operating Procedures (SOPs) and process documentation for all client deliverables.
• Hold regular one-on-one meetings with team members to understand their performance, grievances, and career aspirations.
• Provide insights and data for Weekly Business Review (WBR) and Monthly Business Review (MBR) presentations.
• Implement a planned approach for managing team shrinkage through a Leave management system.
• Accurately track team attendance for billing purposes.
• Validate team time sheets fortnightly with 100% accuracy.
• Ensure adherence to all security and client data protection measures and guide the team in following required protocols.

What are we looking for?

• Strong coping, emotional resilience, and stress-management skills.
• Knowledge of content policies, community guidelines, and online safety practices.
• Strong leadership qualities to guide and motivate team members.
• Ability to delegate tasks effectively and manage workloads.
• Decision-making skills to resolve conflicts and make tough choices.

Roles and Responsibilities

In this role you are required to do analysis and solving of moderately complex problems, create new solutions leveraging existing methods, understand strategic direction set by senior management, interact with peers and management, and provide guidance on new assignments. The person would require understanding of the strategic direction set by senior management as it relates to team goals. May interact with peers and/or management levels at a client and/or within Accenture. Guidance would be provided when determining methods and procedures on new assignments. Decisions made by you will often impact the team in which they reside. Individual would manage small teams and/or work efforts at a client or within Accenture. Please note that this role may require you to work in rotational shifts.

Communication Skills:

• Excellent verbal and written communication skills to convey information clearly and concisely.
• Active listening skills to understand team members concerns and provide effective feedback.

Problem-solving and Critical Thinking:

• Analytical skills to identify issues, assess situations, and find practical solutions.
• Ability to think critically and make informed decisions under pressure.

Performance Management:

• Skill in setting performance goals and monitoring team members progress.
• Capacity to provide constructive feedback and coach team members for improvement.
• Ability to conduct performance evaluations and implement performance improvement plans.

Technical / Domain Proficiency:

• Strong understanding of the relevant business process and industry-specific tools.
• Proficiency in using software and systems necessary for team operations.
• Ability to analyze data and generate meaningful insights to drive performance improvements.

Conflict Resolution:

• Skill in maintaining professionalism and promoting harmony in challenging situations.

Adaptability and Flexibility:

• Openness to change and ability to adapt to evolving business requirements.
• Flexibility to manage unexpected challenges and adjust plans accordingly.

Client and Stakeholder Management:

• Strong interpersonal skills to interact with clients and stakeholders.
• Ability to understand client expectations and manage relationships effectively.

Attention to Detail:

• Thoroughness in reviewing and validating work for accuracy and quality.
• Ability to identify process gaps and areas for improvement.

Ethical and Professional Conduct:

• Adherence to ethical standards and professionalism in all interactions.