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Accenture Policy Lead in Kuala Lumpur, Malaysia

Responsibilities to include but not be limited to the following

  • Coordinate the exchange of Policy-related information from/with the Client and disseminate across other teams and ensure all the resources provided are available to implement policies

  • Maintain regular contact and give feedback to Client with regards to Policy-related changes for the successful enforcement of the policies

  • Spot trends and flag potential issues that may arise from the application of Client's policies and offer suggestions or solutions

  • Engage with Training and Quality teams regularly to ensure robust and consistent enforcement and correct understanding of Client's policies

  • Flag resource constraints, policy issues or inconsistencies timely

  • Gather insights and offer policy suggestions based on the direct application of the policies

  • Ensure continuous improvement of resources and materials provided

  • Ensure effective knowledge sharing and sign off/approval processes are in place for both Training and Policy between Service Provider and Facebook team

  • Liaise directly with the Client's Policy team to gather/discuss/debate questions and engage with Client to obtain answers

Recommended Qualifications

  • Proficient level of English and ideally fluent in another key language served by outsourcing site

  • Experience in an Operations environment, preferably in an international environment

  • Good knowledge of quality/training processes and policy enforcement in an Operations Environment

  • Excellent communication, consulting, influencing and interpersonal skills

  • Proven track record of collaborating with cross-functional groups to produce results

  • Passion for ensuring a world class support experience for our community

  • Demonstrated ability to perform well in a rapidly changing environment and across multiple sites/teams