Delivery Lead Manager (Trust and Safety)

Accenture Southeast Asia


Date: 2 weeks ago
City: Petaling Jaya
Contract type: Full time
Position Overview:

We seek a highly skilled and experienced Delivery Manager to support Trust and Safety offering. The ideal candidate will have a deep understanding of the Trust and Safety /BPO landscape in Malaysia and proven leadership abilities to effectively manage multiple clients and ensure the successful delivery of services.

Responsibilities:


  • Deeply focused on client success, attuned to client sentiments, business priorities and challenges, and how our work can help them achieve their goals
  • Accountable for rigorous project management, ensuring scope, timeline, risk and quality management in accordance with Accenture delivery principles, policies and standards
  • Establishes strong client relationships and credibility by deeply understanding client needs, defining a client-centric view of delivery success, and quickly closing the loop on all client requests/feedback
  • Builds/engages high performance teams, ensuring the right talent strategy (mix, skills, capacity), clear expectations and ways of working across locations, and clarity of purpose on project goals and outcomes
  • Pursues ongoing delivery innovations and improvements using industry/domain acumen to contextualize Accenture’s evolving capabilities and thought leadership within the client environment
  • Drives follow-on work by focusing on up-selling and/or cross-selling the contract
  • Brings the best of Accenture to client priorities/challenges by pulling in the right experts and solutions from across the Accenture ecosystem
  • Proactively brings new ideas and innovation to our clients that underscore Accenture’s differentiation and value add
  • Leverages delivery excellence, client trust, and deep understanding of client priorities as Accenture’s best credential, opening up opportunities to cross-sell and up-sell the contract
  • Bachelor's degree in business administration, marketing, or related field;
  • 15+ years of experience in Trust and Safety related operation, with at least 5+ years in leadership.
  • Strong experience with online platform/user experiences safe or BPO working and delivery model.
  • Proven experience in managing large teams of 200+ members & diverse teams, including employees and contractors, from multiple countries.
  • Strong leadership and team management skills, with the ability to inspire, motivate, and develop a high-performing team.
  • Excellent communication, negotiation, and interpersonal skills, with the ability to build rapport and collaborate effectively with clients and internal stakeholders.
  • Strategic thinker with a results-driven mindset, capable of developing and executing effective strategies to achieve business objectives.
  • Analytical mindset with data analysis and interpretation proficiency to drive insights and decision-making.
  • Proven ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities and requirements.


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