DE033626-Delivery Operations Sr Analyst

Accenture in the Philippines; Philippines; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Accenture in the Philippines is seeking a Delivery Operations Senior Analyst to lead a Trust & Safety team handling content reviews, moderation, and responsible AI initiatives in a dynamic, high-volume environment.

You will coach a 25-person team, drive performance against targets, and partner with clients to ensure policies are applied accurately while maintaining resilience in the face of graphic or sensitive content.

Qualifications

• Minimum 3 years of hands-on experience; at least 1 year in a supervisory role.
• Excellent written and spoken English, with strong stakeholder management.
• Proven leadership in coaching and building high‑performing teams.
• Ability to adapt to shifting schedules, including weekends and holidays.

Responsibilities

• Drive daily, weekly, and monthly targets while meeting client requirements.
• Lead, coach, and motivate a 25-person Trust & Safety team to peak performance.
• Identify process gaps and improve operations and user experience.
• Investigate, resolve and escalate complex content and responsible AI issues.

Skills

Team leadership

Coaching

Stakeholder management

English proficiency

Content moderation

Risk assessment

Decision making

Job description

Job Description:

ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- POSITION TITLE: Delivery Operations Sr Analyst WORK SETUP: Return to Office OVERALL PURPOSE: Accenture is a trusted, innovative, comprehensive, and experienced partner to leading platform companies. The Trust and Safety offering within Accenture helps keep the internet safe and helps platform companies accelerate, scale, and improve their businesses. You will be responsible for leading a team of Trust and Safety resources, inclusive of content moderators and responsible AI practitioners 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 and/or creating prompts to interrogate large language models, evaluating their responses, and contributing to the development of a baseline understanding of responsible AI issues for generative AI. Due to the nature of the role, the individuals and you may be exposed to objectionable or disturbing content, flashing lights, or contrasting light and dark patterns. The Trust & Safety team does meaningful work that helps keep the internet safe. It may also be challenging, at times. In the context of this role, you may be directly or inadvertently exposed to, work with, view, or proactively engage with potentially disturbing, objectionable, and sensitive content (e.g., graphic, violent, sexual, or egregious) and may assist the team with thematic prompting, responsible AI issues, governance, policy, consulting work and program management. Therefore, any role supporting Trust and Safety resources 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. This role requires 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:

• Manage the team of Trust & Safety resources, provide coaching/feedback based on the performance/career growth.
• A Team Leader oversees a team size:25 employees and motivates them to do their job efficiently to have optimum performance in the process. Note: The reviewed/audited content could be sensitive or of graphic nature

RESPONSIBILITIES:

• Drive daily, weekly, and monthly targets while meeting client requirements, monitoring team performance, managing escalations, and ensuring effective day-to-day operations.
• Lead and motivate the team through clear goal-setting, delegation, coaching, feedback, conflict resolution, recognition, and team engagement activities.
• Identify process gaps and opportunities for improvement by leveraging team and user feedback to enhance execution, user experience, and overall operational performance.
• Support those who review, classify and/or remove, work with, view or engage with content according to client guidelines, using specific tools and channels and/or creating prompts to interrogate large language models, evaluating their responses, and contributing to the development of a baseline understanding of responsible AI issues for generative AI.
• Understand and remain updated on changing client policies and guidelines
• Investigate, resolve, research, and relay complex content or responsible AI issues to the broader Trust and Safety team

OTHERS:

Project Shift Schedule: Rotation Project Rest Day: Rotation Project/Team Location: Quezon Gateway Tower 2

SKILL AND QUALIFICATIONS:

• Standard Team Lead profile
• At least 3 years solid experience; 1-year supervisory experience
• Strong communication, written and spoken English, customer service, and stakeholder management skills with the ability to communicate effectively across all management levels.
• Proven leadership experience in coaching, developing, motivating, and managing teams while identifying talent and training needs.
• Strong analytical, critical-thinking, problem-solving, and attention-to-detail skills with a focus on performance and process improvement.
• Adaptable and flexible in managing changing workflows, schedules, conflicts, and operational requirements, including weekends and holidays when needed.
• High integrity with knowledge of social media operations, project management, business process improvement, and the ability to build and maintain high-performing teams.
• Strong coping, emotional resilience, and stress-management skills
• Ability to perform duties objectively, devoid of inherent biases or personal beliefs, in the best interest of client policies
• Strong attention to detail
• Excellent comprehension, communication and English skills
• Comfort synthesizing and analyzing information from multiple streams
• Strong critical thinking and decision making