DE033626-Delivery Operations Sr Analyst

8003 Accenture Inc Company; Quezon City; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Accenture is seeking a Delivery Operations Senior Analyst to lead a Trust & Safety team responsible for reviewing user content and guiding AI-enabled processes. The role involves managing a ~25-member team, ensuring KPI targets are met, and maintaining high-quality reviews in alignment with client policies.

You will work on process improvements, coaching, and stakeholder collaboration, while handling challenging content with resilience.

Qualifications

• 3+ years of solid experience; 1-year supervisory experience.
• Strong communication, written and spoken English.
• Proven leadership in coaching, developing, motivating teams.

Responsibilities

• Drive daily, weekly, and monthly targets while meeting client requirements and monitoring team performance.
• Lead and motivate the team through goal-setting, delegation, coaching, feedback, and engagement activities.
• Identify process gaps and opportunities for improvement using team and user feedback to enhance execution and user experience.
• Support reviewers in content classification/removal, working with client guidelines and AI prompts as needed.
• Stay updated on changing client policies and guidelines.
• Investigate and relay complex content or AI issues to the Trust & Safety team.

Skills

Team leadership

Coaching

Communication

Analytical thinking

Problem solving

Stakeholder management

Adaptability

Attention to detail

English proficiency

Content moderation

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 will:

• 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

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 approximately 791,000 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. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, 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

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law.Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.

Bring your incredible skills and join our global team of innovators. We come together from different backgrounds across the world and work with the latest technologies to create value and growth for our clients. With us, you’ll continue to learn and grow so you can advance in your career. Your personal dreams and ambitions are just as important to us; that’s why we offer support any way we can—when you thrive, we all thrive.

Explore your next step at Accenture Belong. Grow. Thrive. Join a great place to work for reinventors who drive meaningful change for our clients, communities, and the world. Wo rld. Explore your next step at Accenture