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Manager - Content Moderation Operations

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Job Description


Role Purpose

The purpose of this role is to increase revenue, maximize processefficiency & cost-effectiveness, and ensure excellent customerexperience, through effective leadership and supervision of dailyoperations and personnel, strategy planning, contract compliance,resource optimization and capability development for an account.


Maximize process efficiency and cost effectiveness throughstrategic planning, contract compliance and governance mechanisms

  1. Strategy Planning with Senior Stakeholders & Clients
    1. Collaborate with leaders to provide strategic and operational plansassociated with the account
    2. Plan the strategy for the coming years by identifying newgeographies for alternate revenue streams

Collaborate with clients and identify countries that need to bemapped to bring revenues for the same product

  1. Part of internal WIPRO leadership planning meeting to discussrevenue numbers for the account
  2. Report to global delivery account head on status of the account
  3. Ensure a deep enough understanding of clients’ individualexperiences to head off potential issues before they become problems
  4. Contract compliance & adherence
    1. Ensure all SLA parameters are met in the account and maintain agreen card at all times
    2. Review and drive appropriate actions/ systemic changes on internaland external audit findings to ensure no major non-compliances are cited

Monitor and review the account on various delivery parameters toensure quality delivery as per budget and timelines

  1. Delivery governance in the account
    1. Understand customer goals and key performance metrics and ensureexceeding those goals throughout the project
    2. Ensure a green card for all accounts in terms of performance andquality

Monitor and review delivery dashboards/ MIS across accounts to trackprogress and identify potential red flags

  1. Participate and share account performance across operational,quality and fulfillment parameters with internal and externalstakeholders
  2. Lead and manage project escalations, potential risks or earlywarning signs on project delivery to eliminate any revenue leakage
  3. Ensure regular invoicing as per the contract terms and condition

Forecast and track key account metrics

  1. Invoicing
    1. Timely submission of invoices to the client as defined in the SOW
    2. Provide information required and resolve any invoicing issues raisedby the client
  2. Work with internal teams by supporting activities such as RFPresponse, doing use capability demonstrations, and participating in thecustomer calls to sell solutions
  3. Identify opportunities for quick wins through automation andrelated initiatives in the account (wherever applicable)
  4. Collect and analyze statistics (costs, customer service metricsetc.)
  5. Assume responsibility of budgeting and tracking expenses


  1. Ensure outstanding performance against key metrics mentionedin the agreement
    1. Regular cadence around contract compliance
      1. Evaluate performance with key metrics (accuracy, customerservice metrics etc.)
      2. Set direction for the team, track progress against targets throughregular cadence calls and course correct as required

Drive the focus of the team on quality and adherence to contractcompliance processes

  1. Drive and implement structured cadence around quality, both processand transactional
  2. Cadence with delivery lead to ensure margins are met and the accountnumbers are at par to what is committed
  3. Weekly calls with WFM to ensure resource optimization, compliance tothe manpower numbers agreed in the contract, future planning in case oframp ups etc.
  4. Resource Allocation & Retention
    1. Conduct effective resource planning to maximize the productivity ofresources (people, technology etc.)
    2. Review and monitor resource planning and fulfillment in line withaccount requirements and costs of delivery

Optimize manpower and minimize leakages by working closely withdelivery head

  1. Ensure retention by offering relevant trainings and certificationsof all allocated resources
  2. Lead one-on-one floor connect and other engagement activities toimprove stickiness of the delivery team
  3. Collaborate and influence internal key stakeholders to manageand resolve issues to ensure fulfillment and flawless delivery ofprojects


  1. Build people capability to ensure superior customer servicelevels of the existing account/client
  2. Develop Capability within service line and products as peraccount requirements
  3. Lead capability development initiatives to drive client specificcertifications
  4. Co-create capability enhancement programs with client for frontline staff and supervisory level
  5. Work with the Training and HR team to build and review trainingcalendar
  6. Ensure customer-dedicated (as a result of change inprocess/tool), guaranteed trainings are conducted for the employees inthe areas of skill development, soft skill and leadership training
  7. Ensure team KPIs are assigned & delivered with timeliness& accuracy keeping the end results in mind
  8. Partner with HR and Training teams to build training programsfor front line staff/engineers and the supervisory level
  9. Focus on helpingpeople develop their careers in order to retain people inthe account and reduce turnover
Set alert for similar jobsManager - Content Moderation Operations role in Bengaluru, India
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Job Posted

10 months ago

Job Type




Experience Level

3-7 years




Bengaluru, Karnataka, India




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