Operations Manager

Job description

DEPARTMENTAL OVERVIEW:

Child safety reviews are a critical function aimed at protecting children from abuse and exploitation across its products and platforms. These reviews involve a multi-faceted approach to detect, remove, and report content that violates child safety policies.

MAIN DUTIES/RESPONSIBILITIES OF THE ROLE:

• 10+ year of experience, 1-2 years mandatory exp in Child Safety
• Manages a team of up to 100+ plus headcount consisting of Deputy Managers, Asst Managers, Team Leads, , MIS, Trainers & Reviewers.
• Bring industry best practices and ideas for the trustand safety industry.
• Actively participate in quality deep dives and come up with meaningful analysis and insights.
• Monitor Site performance against key business metrics like Productivity, Accuracy, Project Baseline Targets, Quality Score, QC Accuracy, and Staff Utilization
• Take initiatives every quarter to improve quality or efficiency
• Solve complex business problems and puts plans in place to mitigate negative service trends through identifying and eliminating barriers to productivity and quality.
• Accountable to provide timely and efficient service to clients; review the operations and take proactive measures to avoid escalations, ensure the team understands how to leverage resources to address issues, and delegate workload across the leadership team.
• Closely work with teams on ground to drive common goals and ensure achievement.
• Coach and develop deputy Managers, team leaders on career paths for internal promotion and job enrichment opportunities

REQUIRED SKILLS

• Experience of delivery of Child Safety or similar services with strong track-record of achieving performance targets and/or improving performances in other contracts
• Track record of delivery and seamless of work/ insights across multiple sites
• Demonstrated ability to provide a centralized handling processes in Fraud Ops
• Ability to hire, ramp up quickly (lead times) & retain (attrition) product specialist for all projects
• Ability to proactively suggest solutions and to continuously improve Process and process functionalities and strategize to meet and enhance Customer Mapping product user experience
• Ideal background in a Management Consulting/Services business / CSAM Expertise and Consulting
• Proven success in project management and execution, multi-tasking and delegating
• Highly self-motivated to achieve high standards in Productivity, Quality and Cost Efficiency
• Integrity and desire to comply with all legal and moral standards
• Service oriented and customer focused
• Ability to prioritize tasks appropriately and recognize when issues need escalation.
• Team management & Performance Management skills.
• Presentation, Leadership, Management, Planning, Negotiating, Communication, Time Management
• Problem Solving, Decision Making, Mentoring