Operations Delivery Manager

Work location : 100% onsite at client office in Minato-ku, Tokyo (Near Daimon station / Hamamatsu cho station)

Required language : Native level Japanese and business level Japanese

Detailed Role & Responsibilities

• Responsible for managing a TL/SME agents making sure daily KPIs are achieved
• Handles specific Cluster and managing Team Leads
• Managing Clusters
• Resource and HC planning
• Client handling
• Managing multiple Teams
• Meeting process SLAs
• Driving compliance and engagement
• Possess Domain Knowledge
• Manages team of Ops Leads, responsible to oversee all projects and processes involved to ensure smooth operations within the Product areas of the client
• Manages internal/external stakeholders
• Manages and collaborates on the impact business projects with the internal Operations Leaders and client

Core Competencies

• Excellent written, reading & spoken communications skills in English & Japanese and understanding of local culture
• Ability to handle multiple tasks simultaneously and competing priorities effectively under pressure and short time lines
• Great interpersonal
• Excellent attendance record
• Excellent timekeeping
• Possess the ability to work in a team environment as well as independently
• Sense of ownership and pride in your performance and its impact on the team.
• Experience in data analysis and reports (not mandatory)
• Have an extensive exposure to customer service (not mandatory)
• Set a healthy environment in the team and positive mind frame in the individual
• Ability to work in a fast-paced, constantly evolving environment
• Proven track record of exceptional performance and high productivity
• Quick learning and understanding of complex processes
• Should have had coaching and mentoring experience
• Excellent people and performance management skills
• High degree of problem-solving and analytical skills with strong attention to detail required

Other Requirements

• Candidate should be comfortable to work in normal working hours and work overtime
• Ability to work with a high degree of accuracy (great attention to detail / content review)
• Ability to work in a fast paced environment with minimal supervision
• Customer service orientation and ability to work in a team
• Strong keyboard and analytical skills
• Ability to perform in adverse situations

Qualification

• Bachelor’s/Master’s Degree
• 8+ years of experience