While setting clear goals, expectations, and encouraging ownership—along with having defined measures—is often discussed, these approaches can still fall short in practice. In my experience, it’s crucial to first understand the larger goal and the key drivers behind it. This involves identifying both lead and lag metrics to track progress effectively. By focusing on the right indicators and breaking the larger goal into smaller, actionable milestones, you can guide the team toward success. Achieving these smaller goals fosters a sense of accomplishment, which in turn cultivates ownership and accountability for the broader objectives.

Delegating tasks in BPO is important, but ensuring accountability is key. I managed a team handling multiple client accounts and set clear expectations with specific deadlines and performance benchmarks. We used a project management tool to track progress in real time, spotting potential delays early. Regular feedback sessions became crucial, where I praised good work and provided constructive feedback when needed. This approach kept everyone on track and built a culture of responsibility and improvement. Key takeaway: Accountability flourishes when expectations are clear, progress is visible, and feedback is consistent.

For me delegating tasks is like passing the baton in a relay everyone has to run their part . However it is very imp that we set clear milestones, follow up regularly and offer support NOT THE surveillance. I have always said accountability thrives when responsibility is shared not shadowed. However by checking progress at key points we can keep the team on track without slowing them down which will ensure that each handoff leads to a smooth finish.

Apesar de em algumas áreas já existirem prazos estabelecidos por lei para entrega das obrigações é muito importante um bom cronograma antecipado, para que haja tranquilidade e organização nas tarefas. Nas equipes que eu liderei sempre apliquei o feedback o qual obtive ótimos resultados, pois além de motivar a serem melhores, demonstrava o quão importante era o trabalho de cada um.