Service Delivery Operations Team Lead at Accenture

Manila, Metro Manila, Philippines

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Trust and Safety, Platform ServicesIndustries

Requirements

Strong resilience and coping skills to handle exposure to potentially objectionable and sensitive content (e.g., graphic, violent, sexual, or egregious)
Ability to lead and manage a team in content moderation, analyzing user profiles, audio, videos, text-based content, and handling reported/flagged issues
Leadership strength to foster a positive team environment and increase engagement
Capability to gather, analyze data, identify actionable insights, and provide recommendations
Effective communication skills to influence team strategy and escalate issues timely

Responsibilities

Set individual performance objectives aligned with overall team objectives
Manage day-to-day operations, ensure metrics/SLAs/KPIs/CPIs are met, and assist team members through performance management
Provide mentorship, guidance, career development, and conduct regular one-on-one meetings with team members
Conduct daily Pre-Shift and Post-Shift huddles to discuss performance, process updates, and organizational initiatives
Provide daily task management guidance to team members
Conduct regular performance reviews (monthly, quarterly, yearly) and implement Corrective Action Plans or Performance Improvement Plans
Collaborate with training team on Training Needs Identification (TNI) and Assessments (TNA), and develop training plans
Work with Quality Analysts to identify improvement areas, process gaps, and ensure corrective actions
Create/manage Standard Operating Procedures (SOPs) and process documentation, and participate in knowledge dissemination
Recognize problems affecting efficiencies/performance, provide recommendations based on data analysis, and escalate issues to management
Gather, analyze data to improve user experience, identify insights, and suggest recommendations
Provide insights and data for Weekly Business Review (WBR) and Monthly Business Review (MBR) presentations

Skills

Key technologies and capabilities for this role

Team LeadershipPerformance ManagementMentorshipData AnalysisContent ModerationTrust and SafetyOperations ManagementUser Experience ImprovementIssue EscalationStakeholder Communication

Questions & Answers

Common questions about this position

What are the main responsibilities of the Service Delivery Operations Team Lead?

The role involves leading teams for Voice Account and Content Moderation, setting performance objectives, managing day-to-day operations, providing mentorship, ensuring SLA and KPI achievement, conducting huddles, and guiding task management.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What support is provided for the challenges of content moderation?

Accenture provides support and resources for health and well-being, including a well-being support program designed specifically for the Trust & Safety community to promote individual and collective well-being.

What skills or qualities make a strong candidate for this Team Lead role?

Strong candidates exhibit leadership strength, resilience and coping skills for handling sensitive content, effective performance management, data analysis abilities, and skills in communication and providing mentorship.

Accenture

Global professional services for digital transformation

About Accenture

Accenture provides a wide range of professional services, including strategy and consulting, technology, and operations, to help organizations improve their performance. Their services assist clients in navigating digital transformation, enhancing operational efficiency, and achieving sustainable growth. Accenture's offerings include cloud migration, cybersecurity, artificial intelligence, and data analytics, which are tailored to meet the needs of various industries such as financial services, healthcare, and retail. What sets Accenture apart from its competitors is its extensive industry knowledge and ability to deliver comprehensive solutions that address both immediate challenges and long-term goals. The company's aim is to support clients in reducing their environmental impact while driving innovation and growth.

Dublin, IrelandHeadquarters

1989Year Founded

$8.5MTotal Funding

IPOCompany Stage

Consulting, Enterprise Software, CybersecurityIndustries

10,001+Employees

Risks

Rapid AI advancements may outpace Accenture's current capabilities, risking competitive disadvantages.

Integration challenges from multiple acquisitions could affect Accenture's operational efficiency.

The rise of AI-driven startups may disrupt Accenture's market share in customer service solutions.

Differentiation

Accenture's acquisitions enhance its capabilities in digital twin technology for financial services.

The company is expanding its expertise in net-zero infrastructure through strategic acquisitions.

Accenture's focus on software-defined vehicles positions it as a leader in automotive innovation.

Upsides

Accenture's investment in EMTECH supports central bank modernization amid digital currency evolution.

The acquisition of Award Solutions boosts Accenture's presence in the growing 5G and IoT markets.

Accenture's strategic acquisitions align with high-growth markets like digital twins and net-zero projects.

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