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Trust and Safety Service Line – Manager – English – On Site Dublin

GenpactDublin, Ireland

11 days ago

Job description

Genpact (NYSE : G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

Inviting applications for the role of Trust and Safety Service Line – Manager – English – On Site Dublin

We’re looking for someone with strong work ethic, and the ability to work well both independently and within the context of a larger team-oriented environment.Self-starting, intellectually curious and creative individual comfortable operating in a fast-paced, dynamic environment.

Responsibilities

Manage the overall performance and governance of the Statements of Work (together with Vendor Account Management / Business Development)
Manage the day-to-day operations in accordance with requirements and SLAs set out in this SOW. Prompt identification and resolution of Service delivery issues including implementation of preventative measures. Transition management during set up phase or expansion phases.
Establish the Vendor infrastructure necessary to perform the Services, including all technology, financial, human resources, security, facilities and communication resources. Install all Service delivery processes and Service Level reporting mechanisms
Provide exceptional people management, mentorship and career development to members of your team, including managers and Agents, achieve low attrition levels and high employee engagement
Drive Operations teams to deliver continuous improvement and productivity / quality gains
Flag and escalate business risks timely

Qualifications we seek in you!

Minimum Qualifications / Skills

Relevant experience in Project / Community Management

Previous experience managing teams on online moderation / community management

Outstanding verbal and written communication skills.

Preferred Qualifications / Skills

Dynamic leader with experience and passion for managing large and diverse teams across multiple sites in a fast-paced environment, able to deal with rapid change and ambiguity

Strategic thinker with strong analytical and problem-solving skills

Highly organized with the ability to skillfully manage multiple projects and diverse stakeholders.

Highly adept at cross-functional communication and stakeholder management.

Exceptional interpersonal and influencing skills.

Highly entrepreneurial self-starter capable of driving forward fast-moving projects.

Proven ability to rapidly identify problems, thoroughly analyze them, and deliver pragmatic solutions.

Adept at handling sensitive information and situations with care and confidence.

Skilled in preparing presentations, spreadsheets, and actionable data.

Communicates, performs, and reacts well under pressure and ambiguity.

Ability to navigate global orgs and different time zones.

Empathy for the community and passion to create an exceptional experience and provide outstanding support

Bachelor’s degree, or equivalent

Programming and scripting experience (PHP, Python, JavaScript)

Experience working with APIs, plugins and SQL database

Good to have experience with tools such as Tableau, Unidash, Scuba, Google Drive environment

Knowledge of standard web technologies such as PHP, XHTML, CSS, JavaScript and accessibility

What can we offer?

Attractive salary;

Work in a multicultural environment;

Various trainings (initiating, soft skills);

Possibility of development;

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