Key Responsibilities:

• Manage a team of analysts, managing the performance and making sure that SLAs/KPIs are met on a daily basis
• Provide coaching and act as the team’s career counselor
• Enforce core values within the team and project
• Ensure team engagement
• Align with leadership on team goals and expectations
• Communicate and set clear expectations around goals, objectives, and targets for the team
• Manage the workload of the team, make work assignments
• Be in charge of conducting 1:1 meetings with the team members, daily huddles, weekly wrap up and monthly meetings with the team
• Oversee workflow execution and ensure adherence to established processes and procedures
• Act as the primary point of contact for operators regarding workflow-related questions, issues, and escalations
• Monitor risks within operations and communicate to leadership/Client in a timely manner
• Act as a Subject Matter Expert in all matters processed by the team and actively shadow agents to ensure a proper understanding of the work and potential challenges/improvements needed
• Manage ad-hoc operational projects and process improvement initiatives as per client/leadership requirements
• Identify improvement opportunities and communicate to delivery lead and client teams
• Interface effectively with other teams, delivery lead and client teams
• Provide feedback to the team on performance and improvement opportunities and receive proposals from the team members
• Develop and administer team schedules and performance requirements. Keep track of holidays and sick leaves
• Collaborate with Accenture recruitment team in the selection of candidates for the project: participating actively in the skills interviews and sharing feedback
• Support with the onboarding of new joiners

What do we expect:

• Ability to project manage tasks or small teams
• Experience in digital advertising operations or programmatic workflows
• Strong understanding of campaign lifecycle and workflow dependencies
• Solid knowledge of programmatic advertising and auction dynamics
• Experience supporting workflows, training or coaching peers
• Strong analytical skills and attention to detail
• Excellent stakeholder management and communication skills
• Ability to manage multiple priorities and adapt to changing requirements
• Experience with Jira
• Excellent time management and organizational skills
• Strong communication skills towards larger groups or client stakeholders, both remotely and face to face
• Comfortable with client facing tasks and contact
• Strong ability to receive and provide feedback
• Sense of empathy, kindness and patience. People oriented with ability to help others and pass the knowledge efficiently
• Strong sense of ownership and demonstrated proactiveness
• Ability to work independently
• Impeccable behavioral track record, reliable and trusting, able to follow rules and decisions, demonstrating seniority, mature and professional approach
• Availability to accommodate Ad hoc scheduling requests (Including weekend coverage and Evening shifts)
• Ability to quickly acquire and maintain in-depth knowledge of workflows and processes, enabling effective guidance and support for the team in a dynamic environment.
• Ability to manage own time effectively and carving out some time to perform production to keep knowledge relevance
• Strong understanding of SLAs, KPIs, Client tools and needs.
• Ability to give clear, constructive feedback.
• Strong verbal and written communication skills.
• Strong ability to receive and provide feedback.
• Proactive and collaborative mindset.
• Having a solution-oriented approach.
• C1 level of English proficiency.
• Solid understanding of Google Suite.
• Readiness to work in a fast-paced environment with a dynamic scope that evolves with time.
• Office presence is Hybrid 50/50 or more and depending on seat availability and operational requirement. The training period takas up to 5 weeks and is conducted fully from the office
• Working through shifts Monday through Sunday, including public holidays.
  • Morning shift: Start time between 9 am and 11 am
  • Evening shift: Start time between 1pm and 3pm.
  • Start times are dependent on the business needs