Delivery Lead Senior Manager

Accenture; Hyderabad City Taluka; On-site; PKR 2,000,000 - 2,750,000; Full time

Job summary

A global professional services company is looking for a Delivery Lead Senior Manager responsible for leading content moderation teams in ensuring online safety. The ideal candidate will have extensive experience in content management, strong analytical skills, and proven resilience. The role includes overseeing content review processes, managing a team, and implementing quality control measures. The position is based in Hyderabad and may require rotational shifts.

Benefits

Well-being support program

Training and development opportunities

Qualifications

• 16 to 25 years of experience required in relevant field.
• Ability to manage large teams and/or work efforts.
• Strong familiarity with content moderation and related challenges.

Responsibilities

• Lead a team of Content Moderators and ensure client satisfaction.
• Oversee content review processes to maintain quality.
• Conduct data analysis for improving business metrics.

Skills

Strong coping skills

Analytical thinking

Decision-making

Emotional resilience

Problem-solving

Education

Any Graduation

Job description

Skill required:

Trust & Safety - Content management

Designation:

Delivery Lead Senior Manager

Qualifications:

Any Graduation

Years of Experience:

16 to 25 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. Content moderators serve as an important line of defense by helping improve the quality and safety of online content while gaining hands‑on job experience. You will deliver value to our clients, while making a larger impact on society. 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 user may be exposed to flashing lights or contrasting light. 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 and well‑being of our people and provide the support and resources needed to perform their job 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.

Conduct research, studies and data analysis to conceptualize proposals for improving business metric in collaboration across teams. The Content Moderation team focuses on reviewing photos, videos, and text‑based content and make judgments as to whether reviewed content is in violation of our Client s terms of services. They review content that may be sensitive in nature. They ensure every piece of content in violation of the client’s terms of services is accurately identified and flagged for action in a timely manner.

Course correct non‑performing metrics and analysts through root cause analysis and solid action planning.

• Accountable for client satisfaction in area of responsibility, against service level agreement, and ensures achievement of key performance indicators/project milestones
• Review and control execution of standard processes across Quality, Training & Policy

What are we looking for?

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 and well‑being of our people and provide the support and resources needed to perform their job 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. The person manages large - medium sized teams and/or work efforts (if in an individual contributor role) at a client or within Accenture.

• Aligning with global leads and service delivery leads on strategy for execution across line of businesses
• Motivate and strategize on efficiency, productivity and consistency targets
• Identify improvement opportunities in workflows and suggest solutions. Creating a culture of innovation
• Identify Milestones, scope, dependencies, issues, risk and success for project
• 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.
• Problem‑solving & Decision Making- Strong analytical and critical thinking abilities to identify challenges, analyze data, and devise effective solutions to address complex issues. Sound judgment and the capability to make timely and informed decisions, considering the potential impact on the organization and
• Requires adherence to strategic direction set by senior management when establishing near‑term goals
• Interaction of the individual is with senior management at a client and/or within Accenture, involving matters that may require acceptance of an alternate approach
• Should have latitude in decision‑making and determination of objectives and approaches to critical assignments. Decisions that an individual in this role makes have a major day‑to‑day impact on area of responsibility
• Identify potential risks related to content on the platform and proactively implement measures to mitigate these risks. Stay informed about industry best practices and evolving content‑related challenges

Roles and Responsibilities

• In this role you are required to identify and assess complex problems for area(s) of responsibility
• The individual should create solutions in situations in which analysis requires in-depth knowledge of organizational objectives
• Requires involvement in setting strategic direction to establish near‑term goals for area(s) of responsibility
• Interaction is with senior management levels at a client and/or within Accenture, involving negotiating or influencing on significant matters
• Should have latitude in decision‑making and determination of objectives and approaches to critical assignments
• Their decisions have a lasting impact on area of responsibility with the potential to impact areas outside of own responsibility
• Individual manages large teams and/or work efforts (if in an individual contributor role) at a client or within Accenture
• Please note that this role may require you to work in rotational shifts
• Team Management: Lead and support a team of content reviewers, setting clear expectations and providing ongoing coaching and feedback. Foster a collaborative and inclusive team environment that encourages open communication and professional growth.
• Business Operator: Oversee content review processes, ensuring that all user‑generated content is promptly and accurately reviewed according to established guidelines. Make well‑informed decisions on escalated or sensitive content cases, adhering to company policies and legal requirements.
• Quality Assurance: Implement quality control measures to ensure consistent and accurate content moderation results.
• Training and Development: Identify individual and team development needs and provide continuous learning opportunities.
• Policy Adherence: Collaborate with relevant stakeholders to ideate. Ensure that the content review team adheres to these policies and stays up‑to‑date with changes and developments.
• Performance Reporting and Analysis: Generate regular reports on content review metrics, trends and key performance indicators (KPIs). Utilize data‑driven insights to improve content review processes and identify areas for enhancement.