Job Description

Skill required: Trust Safety - Content Guidelines

Designation: Delivery Operations Associate Manager

Qualifications: Any Graduation

Years of Experience: 10 to 14 years

What would you do

- You will be responsible for 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 may be exposed to flashing lights or contrasting light and dark patterns.
- Review, classify and/or remove content according to client guidelines, using specific tools and channels
- Understand and remain updated on changing client policies and guidelines
- Investigate, resolve, and relay complex content issues to the broader Trust and Safety team.
- The Operations Manager (Level 8) will Lead and supervise team in delivering maps processing services to the client as part of a global, high-performance support team.
- Support the transition of additional scope from the client to Accenture.
- 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, content moderators need solid resilience and coping skills.
- Work closely with Team Managers (Level 9s) to ensure SLAs are daily deliverables on target.
- Ensure accurate and timely reporting of the daily metrics to all stakeholders.

What are we looking for

- Skills Requirements Should possess good understanding of maps and detailed mapping knowledge
- Team management- Manage Team Leads managing respective teams and ensure all performance requirements are met




- Client facing experience-Governance/QA Experience/Issue resolution/Improvements etc.
- Should be willing to stretch during the initial stages of a project and motivate teams to do the same
- Multiple stake holder management-Client and Accenture
- Understand and implement organization/process/automation initiatives
- Team engagement
- Conflict resolution
- Collaborates with client almost on a daily basis to ensure delivery of services and achievement of daily goals
- Take proactive steps to ensure service measures are on track with the Service Level Agreement (SLA).
- Provide performance feedback and career guidance to all team members.
- Guide and assist in speedy resolution of process people escalations appropriately.
- Provide automation and process improvement guidance and drive initiatives to improve productivity and reduce errors and such
- Ensure morale of teams is high at all times, through active engagement
- Assist in effective execution of scaling up: recruitment, training etc.
- 10-12 years of experience encompassing the following:
- Experience in metric driven rigorous process for an operations service, preferably in in digital content domain
- Experience/Knowledge in mapping (editing images, tagging images, directions, navigation is required
- Experience with using smartphones, and getting directions on a smartphone
- High Ability to use a map, navigate between two locations,



familiar with driving and/or rules of the road
- Possess of excellent analytical skills and team player skills
- Familiar in client facing activities.
- At least 8 years of team management experience

Roles and Responsibilities:

- Process Management: Direct and implement mapping services and solutions in line with the solution
- Ensure consistency and standardization in the processes across teams
- Ensure that policies, processes, and business practices comply with and are maintained in accordance to clients policies and contract requirements.
- Develop and maintain good working relationships with customer to ensure that Accenture solutions are adopted, implemented and maintained consistently.
- Ensure cost efficient use of resources.
- Identify opportunities to continuously increase savings.
- Audit and Compliance Oversee current processes, operations, systems, databases and information security are up to date and comply with proper principles/policies/procedures
- Planning and Controlling: Ensure that cost inputs (myTE, other expenditure) are accurate at all levels
- Reporting: Assist in generation of accurate and timely data for and reporting: Ensure reporting (daily, weekly, MBR, QBR) Assist in and as required, lead discussions around performance of the process and teams to internal stakeholders
- Service Management and Continuous Improvement: Contribute to the development and refinement of Service Level Agreement and Service Reporting for the services provided. Continuously monitor and introduce areas for improvement by acquiring and providing feedback from/to the customers and Team Leads, tracking performance statistics from the SLA Report and benchmarking against the industry.

Qualification Any Graduation

📌 Delivery Operations Associate Manager (Karnataka)
🏢 Accenture
📍 Karnataka