Delivery Lead Manager (Trust and Safety)

Delivery Lead Manager (Trust and Safety) – Accenture Southeast Asia

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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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