Operations Delivery Manager

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