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Accenture

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3.8

based on 56.6k Reviews

Video summary

Proud winner of ABECA 2024 - AmbitionBox Employee Choice Awards

Top Rated Mega Company - 2024

Top Rated Company for Women - 2024

Top Rated IT/ITES Company - 2024

17234 Accenture Jobs

Service Delivery Ops Specialist

Accenture Solutions Pvt Ltd

3.8

based on 56.6k Reviews

7-11 years

Hyderabad / Secunderabad

Service Delivery Ops Specialist

Accenture

posted 13d ago

Job Role Insights

Flexible timing

Key skills for the job

Project Management Sophos Incident Management Operations Management Content Management Training

+ 6 more

Job Description

Skill required: Trust & Safety - Content management

Designation: Service Delivery Ops Specialist

Qualifications:Any Graduation

Years of Experience:7 to 11 years

Language - Ability:English - Intermediate

What would you do? Accenture is a trusted, innovative, comprehensive, and experienced partner to leading platform companies. The Trust and Safety offering within Accenture Operations helps keep the internet safe and helps platform companies accelerate, scale, and improve their businesses. You will be responsible for leading a team 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 flashing lights or contrasting light and dark patterns.Content moderation is meaningful work that helps keep the internet safe. It may also be challenging, at times. In the context of this role, individuals may be directly or inadvertently exposed to potentially objectionable and sensitive content (e.g., graphic, violent, sexual, or egregious). 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 Accentures well-being support program, designed specifically for the Trust & Safety community, provides valuable skills to promote individual and collective well-being.

What are we looking for?

oThe following skills are required to perform this role-?Resilience:oStrong coping, emotional resilience, and stress-management skillsoAbility to perform duties objectively, devoid of inherent biases or personal beliefs, in the best interest of client policies.?Strong knowledge of content policies, community guidelines, and online safety practices?Leadership and Management Skills:oStrong leadership qualities to guide and motivate team members.oAbility to delegate tasks effectively and manage workloads.oDecision-making skills to resolve conflicts and make tough choices.oTime management and organizational skills to prioritize tasks and meet deadlines.?Communication Skills:oExcellent verbal and written communication skills to convey information clearly and concisely.oActive listening skills to understand team members concerns and provide effective feedback.?Problem-solving and Critical Thinking:oAnalytical skills to identify issues, assess situations, and find practical solutions.oAbility to think critically and make informed decisions under pressure.?Performance Management:oSkill in setting performance goals and monitoring team members progress.oCapacity to provide constructive feedback ?Technical / Domain Proficiency:oStrong understanding of the relevant business process and industry-specific tools.oProficiency in using software and systems necessary for team operations.oAbility to analyze data and generate meaningful insights to drive performance improvements.?Conflict Resolution:oCapability to manage conflicts within the team and mediate disputes.oSkill in maintaining professionalism and promoting harmony in challenging situations.?Adaptability and Flexibility:oOpenness to change and ability to adapt to evolving business requirements.oFlexibility to manage unexpected challenges and adjust plans accordingly.?Client and Stakeholder Management:oStrong interpersonal skills to interact with clients and stakeholders.oAbility to understand client expectations and manage relationships effectively.?Attention to Detail:oThoroughness in reviewing and validating work for accuracy and quality.oAbility to identify process gaps and areas for improvement.?Ethical and Professional Conduct:oAdherence to ethical standards and professionalism in all interactions.oCommitment to maintaining confidentiality and data security.

Roles and Responsibilities:

Your role requires the following 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 Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)/ Critical Performance Indicators (CPIs) 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:?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 for billing purposes.?Time Sheet Validation:Validate team time sheets fortnightly with 100% accuracy.?Security and Data Protection:Ensure adherence to all security and client data protection measures and guide the team in following required protocols.

Qualifications

Any Graduation

Employment Type: Full Time, Permanent

Read full job description

Accenture Interview Questions & Tips

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Top Accenture Service Delivery Operations Specialist Interview Questions

Q1. If insurance premium is paid for an entire year 1st January to 31st December and books get close on 31st March, what will be the accounting ... read more

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Q2. Sum of Even & Odd Digits Problem Statement Create a program that accepts an integer N and outputs two sums: the sum of all even digits and ... read more

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What people at Accenture are saying

4.2

Rating based on 7 Service Delivery Operations Specialist reviews

Anonymous · Finance & Accounting in Mumbai

Likes

Nothing to be liked

Salary - Good

+1 more

Dislikes

Micro management..no freedom to rake decision.

Read 7 Service Delivery Operations Specialist reviews

Service Delivery Operations Specialist salary at Accenture

reported by 108 employees with 7-17 years exp.

₹7.2 L/yr - ₹18.9 L/yr

6% more than the average Service Delivery Operations Specialist Salary in India

View more details

What Accenture employees are saying about work life

based on 56.6k employees

65%

85%

67%

75%

Flexible timing

Monday to Friday

No travel

Day Shift

View more insights

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