Trust & Safety Operations Lead (Indonesian Speaker)

Overview

Trust & Safety Operations Lead (Indonesian Speaker)

Join to apply for the Trust & Safety Operations Lead (Indonesian Speaker) role at Accenture Southeast Asia

You will be responsible for leading a span of 100 HC – which includes Team Leaders managing a group 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 individual and you may be exposed to objectional and sensitive content.

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 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.

Roles & Responsibilities

• Business Governance : Rigorous controls and action plans to ensure all metrics in terms of SLA and KPIs are met continuously and actively prepare RCA and corrective action plans
• Project Management : Initiate and lead improvement and sustainability projects that create value adds to the business and client
• Data Articulation : Generate and articulate business performance data to create proactive forecasting and data-oriented decision making (leading metrics)
• 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 leaders on how to efficiently manage their day-to-day tasks with continuous controls and check-ins.
• 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 : 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 & Qualifications

Job Details

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