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Responsibilities
- Work with key client partners for driving Trust & Safety Strategy, focus on increasing client footprint and reducing risks in the Content Moderation space
- Build a deep understanding of the client’s global footprint, their specific goals, the nuances of their largest markets, and POCs and decision makers in each market
- Architecting the systems end to end from pre-sales/envisioning stage, implementation and transition to support through the complete solution development life-cycle. Development of proof of concepts to validate and demonstrate the solution to end customers. Highlight the business use case, solution approach and the efficiency through a series of work outs or client presentation
- Prioritize operational tasks within the team (in terms of technical accounting support to be provided)
- Provide insights on client’s business and financial performance and drive business strategies within operating teams to add value to the client
- Accountable for driving operational standard methodologies and standardization across sites
- Accountable for reduction of cost and efficiency improvement initiative
- Track progress against goals and ultimately successfully deliver against them. Responsible for continuously ensuring that the team is on track to hitting goals and solving areas where we’re at risk
- Establish formal routines for delivery account reviews with Client Account Leaders, BPO Service Delivery Leads, and Commercial Director
- Partner with sales to understand opportunities and ongoing conversations with the client to build cohesion across the company as well as identifying growth opportunities
- Responsible for delivering on objectives for global Content Operations and ensuring planning for optimizing service delivery while maintaining quality standards
- Communicates and coordinates with internal business units on policy, process, or system needs
- Constant eye on service levels and making recommendations to change strategy when required
- Coordinating with Vendor Management Organization on follow-up and joined-up approach with Partners
- Assess and devise actions to improve procedures & interactions based on staff & customer feedback
Qualifications we seek in you!
Minimum qualifications
- Extensive experience in leading large & diverse Trust & Safety / Content Moderation teams of remotely located professionals for a Global client
- Experience with Operations & People Management in Business Process Outsourcing
- Confirmed knowledge with client relationship and critical issue management
- Experience in Operations Account Management including Financial management, QA and Risk Management
- Perseverance, understanding and resilience when leading sophisticated situations and complicated priorities
- Formal college education preferred or equivalent combination of education and directly related experience
- Excellent Analytical & Communication skills
- Self-motivated and execution oriented
- Ability to work on Multi Tasks and should be flexible
- Project management experience.
Preferred Qualifications
- Experience with end to end BPO Operations and industry’s standard methodologies
- Experience in financial management; handling fiscal responsibilities of projects, budgeting, prioritization costing etc.
- Experience in Process Improvement Methodologies [Lean, Six Sigma and/or Processes Re-engineering, others] – Application & Execution.
- Demonstrated ability to perform multiple tasks while meeting deadlines
- Excellent communication and client leadership skills, presentation abilities and partner management
- Strong organizational and analytical skills