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- Tasks: Lead projects to optimise Trust and Safety operations and enhance workflow efficiency.
- Company: Join Checkatrade, a leading brand focused on safety and quality in the marketplace.
- Benefits: Enjoy a competitive salary, discounts, healthcare cash plan, and hybrid working options.
- Why this job: Make a real impact in a dynamic environment with a supportive leadership team.
- Qualifications: Experience in operations, project management, and strong analytical skills are essential.
- Other info: This role offers significant career growth opportunities in a diverse and inclusive workplace.
The predicted salary is between 42000 - 84000 £ per year.
Trust and Safety Operational Excellence Manager
Join to apply for the Trust and Safety Operational Excellence Manager role at Checkatrade
Trust and Safety Operational Excellence Manager
2 days ago Be among the first 25 applicants
Join to apply for the Trust and Safety Operational Excellence Manager role at Checkatrade
As the Trust and Safety Operational Excellence Manager, you will play a pivotal role in improving the efficiency and effectiveness of our Trust and Safety operations. You will focus on optimising workflows, automating repetitive tasks, and ensuring our agents are focused on complex, critical cases that require human oversight. Additionally, you will manage relationships with our outsourcing partners and third-party providers, ensuring quality and performance standards are consistently met.
Role Responsibilities:
Workflow Optimisation:
- Identify and implement opportunities to streamline processes, reducing repetitive tasks for agents.
- Work closely with the Vetting and Trust and Safety teams to ensure processes are efficient, robust, and fit for purpose.
- Collaborate with Product and Engineering teams to automate manual workflows where possible.
Cross-Functional Project Management:
- Lead and coordinate cross-functional Trust and Safety projects, ensuring timely and successful delivery.
- Work with key stakeholders to define project objectives, deliverables, and success criteria.
Management of Outsourcing Partnerships:
- Oversee the performance and quality of our BPO (Business Process Outsourcing) partners.
- Foster strong relationships with outsourcing partners to ensure alignment with Checkatrade’s Trust and Safety objectives.
- Monitor and report on partner performance against SLAs and KPIs, driving continuous improvement.
Management of Third-Party Providers
- Manage relationships with third-party service providers, such as digital verification and open-source checks.
- Regularly review and assess the performance of these providers to ensure high-quality services and value for money.
Quality Control
- Develop and implement quality assurance frameworks to monitor and improve operational processes.
- Provide insights and recommendations based on data analysis to improve overall efficiency and effectiveness.
Skills Required:
Operational & Project Management Expertise: Proven experience in operations, project coordination, or workflow optimisation, with strong organisational and problem-solving skills.
Analytical & Technical Proficiency: Proficiency in Excel (BI/SQL tools are a plus) to measure operational performance, and support continuous improvement initiatives.
Quality & Performance Management: Experience in monitoring and enhancing BPO and third-party provider performance through KPIs, SLAs, and data insights.
Cross-Functional Collaboration: Comfortable working across teams, including Trust and Safety, Vetting, Product, and Engineering, to implement automation and optimise workflows effectively.
What\’s in it for you?
- An exciting opportunity to join a household brand that is investing heavily in its future.
- A role with significant strategic impact and alignment with our mission.
- Excellent salary and benefits package which includes discounts from a wide range of retailers, a healthcare cash plan, and a scheme to help you buy the latest bikes or tech gadgets (plus much more!)
- With an impressive leadership team on board, committed investors and a roadmap for success, this will be a career-building opportunity
- Hybrid working applies. 4 days in the office
We are an equal opportunities employer that is committed to diversity and inclusion in the workplace.
Seniority level
-
Seniority level
Associate
Employment type
-
Employment type
Full-time
Job function
-
Job function
Quality Assurance, Project Management, and Customer Service
-
Industries
Internet Marketplace Platforms
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Trust and Safety Operational Excellence Manager employer: Checkatrade
Contact Detail:
Checkatrade Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Trust and Safety Operational Excellence Manager
✨Tip Number 1
Familiarise yourself with the latest trends in Trust and Safety operations. Understanding current challenges and innovations in this field will help you engage in meaningful conversations during interviews and demonstrate your commitment to the role.
✨Tip Number 2
Network with professionals in the Trust and Safety sector. Attend industry events or join relevant online forums to connect with others who can provide insights or even refer you to opportunities at Checkatrade.
✨Tip Number 3
Prepare to discuss specific examples of how you've optimised workflows or managed cross-functional projects in the past. Being able to articulate your experience with concrete results will set you apart from other candidates.
✨Tip Number 4
Research Checkatrade's current Trust and Safety initiatives and be ready to share your thoughts on how you could contribute. Showing that you've done your homework will impress the hiring team and demonstrate your genuine interest in the role.
We think you need these skills to ace Trust and Safety Operational Excellence Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in operational and project management, particularly in workflow optimisation. Use specific examples that demonstrate your ability to improve efficiency and manage cross-functional projects.
Craft a Compelling Cover Letter: In your cover letter, express your passion for Trust and Safety operations. Discuss how your skills align with the role's responsibilities, such as managing outsourcing partnerships and implementing quality control measures.
Showcase Analytical Skills: Since the role requires analytical proficiency, mention any experience you have with data analysis tools like Excel or BI/SQL. Provide examples of how you've used data to drive improvements in previous roles.
Highlight Collaboration Experience: Emphasise your ability to work across teams, especially with Trust and Safety, Vetting, Product, and Engineering teams. Share specific instances where your collaboration led to successful project outcomes.
How to prepare for a job interview at Checkatrade
✨Understand the Role
Make sure you thoroughly understand the responsibilities of the Trust and Safety Operational Excellence Manager. Familiarise yourself with workflow optimisation, project management, and quality control processes, as these will be key discussion points during your interview.
✨Showcase Your Analytical Skills
Be prepared to discuss your experience with data analysis and how you've used tools like Excel or BI/SQL in previous roles. Highlight specific examples where your analytical skills led to improvements in operational performance.
✨Demonstrate Cross-Functional Collaboration
Since this role involves working with various teams, come ready to share examples of how you've successfully collaborated across departments. Discuss any projects where you coordinated efforts between different teams to achieve a common goal.
✨Prepare Questions for Them
Have insightful questions ready to ask the interviewers about their current Trust and Safety operations and future goals. This shows your genuine interest in the role and helps you assess if the company aligns with your career aspirations.
