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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in managing client relationships and team development while ensuring effective project and financial management. Capable of fostering collaboration and communication within teams to achieve departmental goals and enhance user experience.
Highest-signal resume keywords
Leadership ExperienceProject ManagementClient Relationship ManagementTeam DevelopmentFinancial Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Project ManagementFinancial ManagementBudget ManagementP&L AnalysisQuality Assurance
Soft Skills
Excellent Communication SkillsOrganizational SkillsAnalytical SkillsTime ManagementFacilitation Skills
Certifications & Qualifications
Bachelor's DegreePost Graduate DiplomaProfessional Degree
Industry Keywords
OutsourcingCustomer OperationsContact CenterTrust & SafetyOnline Communities
About the role
Key responsibilities & impact- Support the setup and monitoring of departmental goals and objectives according to client/project requirements
- Build and manage client relationships
- Plan strategies with the internal team to achieve objectives and targets
- Grow and develop the team through coaching, mentoring, and quality assurance
- Define priorities and allocate resources effectively
- Work with Trust & Safety Leads to ensure a seamless and fair user experience
- Assist in preparing regular quality, efficacy, and productivity reports
- Build and maintain partnerships with global Trust & Safety teams
- Identify product improvement opportunities based on team member learnings and advocate for improvements
- Support Trust & Safety Agents through escalations, including potential work with Law Enforcement
- Work with Leads and Managers to create strong team connections and support employee happiness
- Collaborate on team structure, recruiting, onboarding, and training
- Perform other duties assigned by management
Requirements
What you’ll need- Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, or Professional Degree in any field
- Preferable 2+ years of leadership experience in outsourcing, customer operations, or contact center
- 1+ years working with online communities
- Experience in Project and Financial Management, Budget, Margin, and P&L
- Excellent organizational, analytical, and time management skills
- Good facilitation skills in client and staff meetings
- Excellent communication skills, with the ability to provide direction and feedback clearly and empathetically
- Excellent verbal and written communication skills in English
- Any other language is an advantage
Benefits
Comp & perks- Attractive remuneration and great perks
- Comprehensive medical, insurance, and social security coverage
- World-class workspaces
- Engaging activities and recognition programs
- Strong learning and development plans for your career growth
- Positive work culture that enables your future
- Easy-to-access location with direct public transport links
- Flexible working arrangements
- Coaching and mentoring from experts in your field
- Opportunity to join a global company that has won hundreds of industry awards