Job Description

Client facing role working with a new client ramping content moderation team to over 200 people. Reporting to the operations leadership team, the successful candidate will be responsible for and own the delivery of the service metrics to client as per contractual agreement, while managing all aspects of the teams strategy, forecasting and delivery of execution excellence. They will perform key business operations activities such as reporting tracking, financial risk analysis and management, defining and running financial and resourcing improvement programs, and management of the resource demand supply projects. The candidate will be an experienced business operator, with demonstrable capability of driving project to closure with minimal supervision. People management, motivation, engagement, wellness, and accountability are a key function of this role.
Responsibility for maintaining and developing key client relationships
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 is 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
Cost centre tracking Management of time reporting, absenteeism, training, holiday, sickness, time sheet reporting, controls management
Financials monthly invoicing, forecasting, analysis, and reconciliation

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Qualifications

5 years experience managing teams in an outsourced operations environment with multilingual teams
Management of large teams upward of 200 people
Multi party management i.e. subcontractors, client, other vendors etc.
Content moderation experience i.e. policy creation
Demonstration of ability to meet SLAs 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
Conduct coaching sessions, meetings, skill building and professional development

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
Leadership and commitment to people wellness, engagement, and weCare program
Proven experience managing matters involving sensitive and challenging user generated content with good judgment, discretion, and sensitivity
Six Sigma Green Belt Certification an advantage
Fluent English

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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