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Associate Manager - Trust & Safety
ICT
💰 Salary Not shared
📊 Market ₹60,000–₹90,000/mo (₹720,000–₹1,080,000/yr)
About the Company
We are a leading global business and digital transformation partner. We work with iconic brands worldwide. We are an AI-led digital transformation company delivering measurable business outcomes. We design, run, and automate the operations we transform - so our AI reaches production and keeps improving. IT Services and IT Consulting Specialties: IT Services, Technology, Healthcare, Banking and Financial Services, Insurance, Travel & Entertainment, Telecom, software as a service, Google Cloud, Process Consulting, Design Thinking, Experience Labs, Digital Transformation, Customer Experience, Conversational AI, Data & Analytics, Retail and CPG
About the Role
Lead a team of analysts managing email operations, spam/abuse mitigation, and Trust & Safety workflows, ensuring operational excellence in a 24x7 environment.
Responsibilities
- ● Oversee daily operations, ensuring SLA, productivity, and quality targets are consistently met
- ● Supervise, coach, and develop a team of agents; manage rostering and shift planning
- ● Monitor trends in spam, phishing, spoofing, and abuse; drive proactive mitigation strategies
- ● Conduct incident reviews, root cause analysis (RCA), and implement corrective/preventive actions
- ● Leverage Splunk to build dashboards, track KPIs, and generate actionable insights
- ● Ensure adherence to email authentication standards (SPF, DKIM, DMARC) and security protocols
- ● Collaborate with cross-functional teams and multi-vendor partners for seamless operations
- ● Drive continuous improvement initiatives, process optimization, and automation opportunities
Requirements
- ● 4+ years of experience in email operations / Trust & Safety / SOC environments
- ● Strong understanding of SMTP, SPF, DKIM, DMARC, and email infrastructure
- ● Hands-on experience with Splunk
- ● Proven experience managing teams in a 24x7 operational setup
- ● Strong stakeholder management, analytical, and decision-making skills
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