Job Description

Responsibility for maintaining and developing key client relationships
The person will be responsible overseeing the teams triaging and responses to requests from legal agencies following strict processes and guidelines
Responsibility and ownership for the delivery of service and service metrics to client
Responsible for supporting quality programs
Responsible for embedding new processes and workflows into the team
Drive continuous improvement and value add initiatives
Responsibility for meeting the obligations established within the contract
Responsibility for assessing and implementing change, strategic directions
Ensure process documentation complete and robust
Coaching, developing and managing team members
Ownership of serious issue resolution and escalation management
Allocating resources and responsibilities across the team to deliver business results and develop team members
Responsibility for team members formal evaluation processes including career development, salary review and performance management


Required skills

Required Skills and Experience
5 years experience managing teams in an outsourced operations environment with multilingual teams
Management of large teams upward of 150 people
Multi party management i.e. subcontractors, client, other vendors etc.
Content moderation experience i.e. Policy creation
Demonstration of ability to meet SLA s metrics
Revenue financial management
Strong organizational, multi tasking, and time management skills
Strong Communication skills
Excellent negotiation, influence, mediation and conflict management skills
Excellent business acumen
Creativity focused on cost reduction service improvement opportunities
Change Management experience
Ability to work in a process driven high demand environment
Service focused with ability to meet targets on a continuing basis
Ability to be flexible and work analytically in a problem solving environment
Excellent communication written and oral and interpersonal skills
Strong supervisory, coaching and project management skills
Ability to manage multiple simultaneous activities across different business activities.
Delivery focus
Proven focus on Continuous improvement and adding value to clients

Preferred Skills and Experience
Exposure to meeting targets
Maintains service quality and SLA attainment
Conduct coaching sessions, meetings, skill building and professional development classes
Work with Accounts Manager to determine essential strategic approaches for sales
Collate and consolidate the report on monthly sales performance per sales personnel, per product, per region or office, and per industry

All employment decisions shall be made without regard to age, race, creed, colour, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as applicable by law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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