With a startup spirit and 115,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it. We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We’re harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people.

Now, we’re calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing., People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower. Welcome to the relentless pursuit of better.

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 

• level of English & Swedish, min B2
• Any Graduate 
• Relevant years of 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 delivery excellence amidst constant change 
• Flexibility in hours of work & ability to work in shifts 
• Proficiency in MS office (Excel, PowerPoint) 

Important: This job may require working a 24/7 schedule with alternating shifts and daily review of online content that may be highly egregious/sensitive in nature, such as (but not limited to) graphic violence, self-harm, child abuse, and hate speech. 

Preferred Qualifications 

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

What can we offer? 

• Attractive salary
• Stable job offers - employment contract. 
• Work in a multicultural and diverse environment with employees from over 30 countries 
• Genpact supports professional trainings and great career development opportunities. 
• Free access to our award-winning learning platform  
• Benefits such as Private Medical Package, Insurance, Meal Vouchers, additional vacation days, partner discounts and access to wellness programs. 

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 www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.