The EMEA SDL for Trust and Safety on the client account works in conjunction with the Client Account lead CAL and Europe Delivery Lead to meet contractual commitments, drive value to enable better businesss outcomes for the client through trusted client relationship and be a coach and mentor to the entire team supporting the T S portfolio This role will manage the content moderation strategy for Accenture in the EMEA client Trust and Safety space and will work as an integral part of the Global Trust and Safety team. The growth and development of revenue in this area will be an intrinsic part of this role. The role is specifically responsible for owning and delivering quality outcomes with regard to service delivery and continuous improvement. This will involve implementing and improving processes and tools to drive operational efficiencies to exceed operational and financial commitments. People wellness, engagement and retention is a core focus and this role will ensure we are continuously evolving our people and wellness programs and remaining best in class . Key Responsibilities Some or all of the following are key responsibilities of the role Manage Solution Delivery Ensure execution of delivery work across our EMEA delivery Drive optimization of service and ensure continuous improvement Manage the service and all personnel providing it to deliver agreed scope of services while achieving profitability improvements Actively manage team the senior team and individual performance to maintain required quality, engagement and retention levels Ensure the service leverages Accenture s full capabilities Manage and eliminate service delivery issues in a timely and proactive fashion Oversee seamless execution of any transition growth from current to future state transition to be supported by dedicated mobilization teams for that purpose
Manage supply and demand, service quality and processes to meet delivery expectations Implement the levers to consistently achieve performance targets Participate in account quality review process and engage appropriately in the Accenture Quality Assurance program Proactively improve client and customer relationships, while working with Client Account and Account Delivery Team leadership Support the achievement of targets on profitability and cost to serve Support estimate at completion of account forecasting and planning activities Achieve year on year efficiencies Manage and Develop the Service Delivery Operations team Ensure the wellness of our people is at the core of all delivery Responsible for the engagement of our Europe delivery teams in all wellness related activity Working closely with our regional and global wellness teams on continuous enhancement of programs Responsible for career management of service delivery operations team e.g. training, engagement, mentoring, succession planning and annual performance process Manage to Contract Operational Financial Commitments Manage and reduce costs on standard offerings, assets, technologies, licenses, facilities, where required Manage recruiting, staffing, pyramid mix, utilization, cost to serve, and capacity of staff to optimize balance between cost and delivery targets. Deliver efficiencies through standard processes and synergies Implement standard service level agreement SLA and other financial operational metrics Resolve performance issues with delivery leadership Formalize delivery plans for the service delivery operations with service group delivery leadership Participate in solution design processes May lead or support the design of new offerings or services for industry functional Typical annual objectives for the Accenture Performance Achievement process would be Achieve business obj
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