Trust & Safety Operations Team Lead (Indonesian) at Accenture

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Consulting, TechnologyIndustries

Requirements

Any Graduation
Above 5 years of experience
Indonesian (Expert) – good to have
Active listening: Understand team members’ concerns and provide effective feedback
Problem-solving and Critical Thinking: Analytical skills to identify issues, assess situations, and find practical solutions and ability to think critically and make informed decisions under pressure
Performance Management: Skill in setting performance goals and monitoring team members progress and capacity to provide constructive feedback and coach team members for improvement and create improvement plans
Technical / Domain Proficiency: Strong understanding of the relevant business process and industry-specific tools and proficiency in using software and systems necessary for team operations, which results in ability to analyze data and generate meaningful insights to drive performance improvements
Conflict Resolution: Capability to manage conflicts within the team and mediate disputes and skill in maintaining professionalism and promoting harmony in challenging situations
Adaptability and Flexibility: Openness to change and ability to adapt to evolving business requirements and flexibility to manage unexpected challenges and adjust plans accordingly
Client and Stakeholder Management: Strong interpersonal skills to interact with clients and stakeholders, and ability to understand client expectations and manage relationships effectively
Attention to Detail: Thoroughness

Responsibilities

Conducting Huddles: Lead daily Pre-Shift and Post-Shift meetings to discuss Performance, Process updates, and Organizational initiatives
Task Management Guidance: Provide daily guidance to team members on how to efficiently manage their day-to-day tasks
SLA and KPI Achievement: Lead the team to meet SLAs and KPIs defined by the process and the client
Performance Reviews: Conduct regular performance reviews (Monthly, Quarterly, and Yearly) for the entire team and implement Corrective Action Plans or Performance Improvement Plans as needed
Training and Quality Coordination: Collaborate with the training team to identify Training Needs (TNI) and Assessments (TNA) and develop training plans for the team. Work with Quality Analysts to identify areas of improvement and process gaps, ensuring corrective actions are taken
SOPs and Documentation: Create/ Manage Standard Operating Procedures (SOPs) and process documentation for all client deliverables. Partake in the knowledge dissemination process
Individual Connects: Hold regular one-on-one meetings with team members to understand their performance, grievances, career aspirations, and interests, providing coaching and support accordingly
Performance Reporting: Provide insights and data for Weekly Business Review (WBR) and Monthly Business Review (MBR) presentations. Publish performance reports on a Daily, Weekly, and Monthly basis
Leave Management: Implement a planned approach for managing team shrinkage through a Leave management system
Attendance Tracking: Accurately track team attendance

Skills

Key technologies and capabilities for this role

Content ModerationTeam LeadershipPerformance ReviewsTraining CoordinationSOP ManagementKPI ManagementSLA AchievementQuality AssuranceProcess Documentation

Questions & Answers

Common questions about this position

What skills are required for the Trust & Safety Operations Team Lead role?

Required skills include active listening to understand team members’ concerns and provide effective feedback, problem-solving and critical thinking for identifying issues and making decisions under pressure, and performance management for setting goals and monitoring progress.

What is the salary or compensation for this position?

This information is not specified in the job description.

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

This information is not specified in the job description.

What support does Accenture provide for well-being in this role?

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

What qualifications make a strong candidate for this team lead role?

Candidates need any graduation, above 5 years of experience, and expert-level Indonesian language ability, along with strong resilience and coping skills due to exposure to objectionable content.

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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