Responsibilities
About the team
Our Safety Operations undertake international product safety & relating model data labelling and strategies improvement business, which includes training and optimizing the existing safety and related models, verifying the effects of the models, assisting in the optimization of safety and related strategies, improving moderation efficiency and ensuring the safety of the platform and users.
It is possible that this role will be exposed to harmful content as part of the core role/as part of project/ in response to escalation requests/by chance.
This may occur in the form of images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child safety; depictions of harm to self and others, and harm to animals.
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Responsibilities:
- Leading large-scale Operations team for KL site, and responsible for overall project management, headcount allocation, project delivery & execution for all key pillars (including T&S and related model labelling, risk strategy analysis and metrics monitoring).
- Develop strategies to enhance and support the business delivery of policies/guidelines/SOP optimization, quality management, RCA logic, data analysis and other functions that improve overall operational efficiency to achieve project success.
- Develop and optimize team structure, to optimise the efficiency of team's execution.
- Lead coaching plans to upskill leaders on people management, improve target achievements and initiation of new projects.
- Coach and support leaders to develop and enhance the Quality framework, methods for performance management, tracking KPIs, and other performance improvement initiatives.
- Work with Ops Leadership and XFN teams to understand various project nature in order to ensure alignment of quality assessment procedures and data delivery with product strategies.
- Partner with cross functional partners to develop effective partnerships that deliver on business requirements and goals.
- Lead your team to detect, land and optimize any efficiency, productivity and accuracy improvement opportunities.
- Analyse data first hand to validate recommendations made by your team in order to drive continuous quality improvement across partner sites and workflows.
- Enhance the quality process with automation of metrics by creation of dashboards.
- Validate information of RCA reports created by your team and present findings to key internal stakeholders.
- Ensure that our BPO partners meet and exceed quality targets and provide support needed to achieve objective deep dives, make reports & policy recommendations and triage escalations.
Qualifications
Minimum Qualifications:
- Strong understanding of business and operations
- Large-scale team management experience (at least 150 people)
- Experience in quality analysis, data auditing
- Experience in coaching, ppra, pip, performance reviews, scorecard analysis
- Strong understanding of RCA
- Ability to manage multiple projects the same time
- Experience with Headcount Management
Preferred Requirements:
- Excellent strategic thinker
- Visionary Leadership: Ability to inspire and motivate a large team towards a shared vision
- Strong stakeholder-management