SVP Global Operations, Trust & Safety - Remote - Military veterans preferred

2022-01-13
Teleperformance (www.teleperformance.com)
Other

/yr

  full-time   employee


Toronto
C6A
Canada

Overview:
The SVP Operations leader is responsible for establishing clear objectives for global Trust & Safety and Content Moderation Operations across multiple global teams. This role will ensure onshore and offshore teams are consistently delivering on key performance metrics related to quality, productivity, and hitting service timelines across all Content lines of business. Close collaboration will be required with various leaders throughout the organization to identify areas of opportunity in staffing, training, and policy, among others, and implement action plans to minimize brand and customer impact. They will be subject matter expert in Trust & Safety / Content moderation and will be able to provide thought leadership in this area. The Global Delivery Leader will own the Operational delivery for an outsourcing contract, which may cover multiple global locations and be accountable for client service management, related delivery and growth of the contract and its financial performance.
Responsibilities:
- Work with key client stakeholders for driving Trust & Safety Strategy, focus on increasing client footprint and reducing risks in the Content Moderation space
- Build a deep understanding of the client's global footprint, their specific goals, the nuances of their largest markets, and POCs and decision makers in each market
- Project manage global initiatives to delivery, ensuring that the client is kept up to date, internal stakeholders are aware of ongoing developments in other regions, and each team member is using a consistent and efficient approach to unify service for the end client
- Responsible for delivering to contractual terms and operating within the financial forecast
- Focus on driving value for the client through strong Innovation, Analytics and Insights Generation along with operational discipline
- Accountable for driving operational best practices and standardization across sites
- Accountable for reduction of cost and efficiency improvement initiative
- Track progress against goals and ultimately successfully deliver against them. Responsible for continuously ensuring that the team is on track to hitting goals and solving areas where we're at risk
- Establish formal routines for delivery account reviews with Client Account Leaders, BPO Service Delivery Leads and Commercial Director
- Partner with sales to understand opportunities and ongoing conversations with the client to build cohesion across the company as well as identifying growth opportunities
- Responsible for delivering on objectives for global Content Operations and ensuring planning for optimizing service delivery while maintaining quality standards
- Communicates and coordinates with internal business units on policy, process, or system needs
- Constant eye on service levels and making recommendations to change strategy when required
- Coordinating with Vendor Management Organization on follow-up and joined-up approach with Partners
- Assess and devise actions to improve procedures & interactions based on staff & customer feedback
Qualifications:
- Extensive experience in leading large & diverse Trust & Safety / Content Moderation teams of remotely located professionals for a Global client
- Minimum of 10 years of experience with Operations & People Management in Business Process Outsourcing
- Minimum of 5 years of experience with client relationship and escalation management
- Minimum of 5 years of experience in Operations Account Management including Financial management, QA and Risk Management
- Patience, understanding and resilience when managing complex situations and competing priorities
Preferred Qualifications:
- 5 years of experience managing Global Delivery organizations of over 1000 people
- Experience with end to end BPO Operations and industry's best practices
- Experience in financial management; handling fiscal responsibilities of projects, budgeting, resource allocation costing etc.
- Experience with Process Improvement, Six Sigma Methodology-problem solving
- Ability to meet multiple demanding deadlines simultaneously
- Excellent communication and client management skills, presentation abilities and stakeholder management
- Strong organizational and analytical skills
- Demonstrated ability to interface with multiple levels of management
- Proven ability to work independently
- Ability to be flexible and work creatively and analytically in a problem-solving environment