Delivery Lead Manager (Trust and Safety)

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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