Gratitude Inc. is a leading professional HR Tech Recruitment firm specializing in recruiting permanent, contract, and temporary positions for the world's top companies. Our base is in India, Philippines, Malaysia, Kenya, Nigeria, Singapore, Vietnam, Thailand, and USA. We are a Direct Sourcing Partner Company of the different top BPOs offshore and onshore.

We have an urgent hiring for an Operations Manager who is a native Japanese speaker with proven experience in the same role for our BPO Partner located in Cyberjaya.

Position Title: Operations Manager

Location: Cyberjaya, work onsite

Work Schedule: Rotational

Salary: 15K to 17K MYR

Responsibilities:

• Managing the operations seamlessly, ensuring timely SLA delivery along maintaining high level of employee and customer satisfaction


• Establishing and managing relationships with stakeholders


• Oversight of team – organizes resources, sets goals, carries out strategy from Executives and clients on a day-to-day basis; reporting responsibilities


• Responsible for following the 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 the work schedule of staff and absences.


• Build strong partnerships with the client by growing and nurturing the existing relationships to ensure operational cohesion & effective foundation for future growth


• Taking weekly and monthly calls with clients to understand the expectations of the teams and providing updates


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


• Identify and drive continuous improvements and initiatives in the process


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


• The 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.

Qualifications:

• Must be a native Japanese speaker


• Fluency in English (Speaking, listening, writing and reading). working 100% English.


• University or college graduate


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


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


• Working under pressure


• Amenable to work 5 days, 2 days off per week (depending on the Operations schedule)

To apply, please submit your updated resume on this post or via email at isay@gratitudephilippines.com and answer the pre-screening questions.

Further details will be discussed once invited for an interview.

Our recruitment team will reach out to you via WhatsApp or direct call once shortlisted.

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