Job Description

With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world's biggest brands--and we have fun doing it. Now, we're calling all you rule-breakers and risk-takers who see the world differently and are bold enough to reinvent it.

Transformation happens here. Come, be a part of our exciting journey!

Are you the one we are looking for?

Inviting applications for the role of AM, Trust and Safety

In this role, you will be responsible for the day-to-day management & leadership of your team comprising of 15 - 20 moderators and will also assist with escalations, training, and quality control

Responsibilities

• Driving performance (efficiency, quality, hygiene) management of your team member to meet all SLA's
• Will be solely responsible for training your team on product, process & policy and keeping your team up to date on policy/process update/policy disseminations
• Continuously improve the delivery process to attain a consistent & stable level of operations
• Manage relationships with client Moderation team, liaising with internal stakeholders and external partners regarding all things related to the business
• Manage escalations and provide timely resolution
• Basis RCA, effective coaching & feedback to be shared with team members
• Conduct performance reviews of each team member and explain / set career development path & opportunities for team members
• Partner with stakeholders such as training, wfm, quality, policy, and client Moderation team to ensure continuous alignment with the business roadmap and content moderation best practices
• Report & escalate system issues / bugs/ downtime to management as necessary and in a timely manner
• Identify new opportunities to enhance existing organizations, services, operations etc.
• Should be a subject matter expert for all processes, policies and protocols
• Should invest time in self-development and learning. Also, should dedicate quality time in upskilling the team members
• Continuous Learning: Leverage Genome plus learning & development teams across the organization to upskill budding talent to create & nurture future support staff/leaders within the process
• Ops Modernization: Leverage digital solutions & platforms built at Genpact to update dashboards to enable intuitive and well reported 360-degree operations

Qualifications we seek in you!

Minimum Qualifications

• Any Graduate
• Experience as a team leader in a content moderation / trust & safety workspace managing a team of 15 to 20 moderators
• Excellent communication and people management skills
• Flexibility and the ability to deliver excellence amidst constant change
• Flexibility in hours of work & ability to work in shifts
• Proficiency in MS office (Excel, PowerPoint)

Preferred Qualifications/ Skills

• Tech Savvy
• Possess excellent business acumen, qualitative and quantitative problem-solving skills

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit . Follow us on , , , and .