Responsibilities:

• Managing the operations seamlessly, ensuring timely SLA delivery along with maintaining

high level of employee and customer satisfaction

• Establishing and managing relationship with stakeholders

• Oversight of team – organizes resources, sets goals, carries out strategy from Executives

and client on a day to day basis; reporting responsibilities

• Responsible for following agreed governance model, escalation & communication plan

• To ensure team members achieve agreed standards in relation to their job assignments.

• To ensure training of new staff on the corporate policy rules to be adhered to

• To ensure that the buddy system is put in place to maintain the operation with minimal

disruption in times of annual leave/sick leave/study leave and daily working hour schedules

• To monitor and document work schedule of staff and absences.

• Taking weekly and monthly calls with clients to understand the expectations from the teams

and provided updates

• Ensure that all audit related issues are brought to a close

• Coach & mentor Team lead so that they are able to manage their teams better

• Hiring of leads and managers, training, inductions, employee & client satisfaction scores,

performance Appraisals and attrition management

• Performance management through top Quartile, Middle and Bottom Quartile segregation

and identifying training and coaching needs.

• To ensure that all internal customer queries are followed up on a timely basis

• Collaborate with internal teams.

• To be the Key contact for all problems and queries with specific business assigned.

Requirement:

• Has to be a native Japanese

• Fluent in English (Speaking, listening, writing and reading).

• University/College degree is required.

• Experience in managing team (up 50HC) for more than 3 years

• Good to have experience in CS/BPO/Sales/Client relationship. Otherwise, candidate has to

be confident in communication.

• Able to 24/7, shift time will follow client demand (No fixed shift)

• Working 5 days, 2 days off per week ( depend on the Ops schedule)