Delivery Lead Manager (Trust and Safety)

Accenture; Petaling Jaya; On-site; MYR 150,000 - 200,000; Full time

Job summary

A global consulting firm is seeking an experienced Delivery Manager in Petaling Jaya, Malaysia. The successful candidate will focus on client success and drive delivery excellence in Trust and Safety operations. With over 15 years of related experience and strong leadership skills, you will manage large teams and projects while ensuring optimal client relationships and continuous delivery improvements.

Qualifications

• 15+ years of experience in Trust and Safety related operation.
• Strong experience with online platform/user experience safety or BPO models.
• Proven experience in managing large teams of 200+ members from multiple countries.

Responsibilities

• Ensure rigorous project management and delivery success.
• Establish strong client relationships and credibility.
• Drive follow-on work by focusing on up-selling and cross-selling.

Skills

Client success focus

Project management

Team management

Communication skills

Strategic thinking

Analytical mindset

Education

Bachelor's degree in business administration, marketing, or related field

Job description

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

Qualifications

• 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.