Job Description & How to Apply Below
General Responsibilities
- Undertake overall responsibility of the business units
- Make sure the units profitability and achieve target (EBIT) as set by area/zone.
- Develop and maintain business relationships with all business partners
- Ensure all compliance to all existing processes and meet the defined Service Level Agreement (SLA)
- Ensure the team are mentored and work towards adherence of all SOP and processes as per required by ISO perspective.
- Manage staff's productivity and efficiency
- Ensure that the teams are aligned and contribute towards achievement as per target set with an objective KPI tracker
- Responsible for implementation of process enhancements to improve quality and efficiency of the Unit.
- Facilitate and encourage team to sparks Ideas and encourage sharing best practices
- Lead new process roll outs in the respective of business process
- Control and maintain unit's expenses and budgets and allocated resources
- Ensure conduct training to all staffs on a regular basis through coaching and development
- Ensure that all staffs attend trainings scheduled by HR
- Mentor the team on regular basis and ensure the value-added services are maintained and implemented
- Liaison with support function (Operation and finance team) for any administrative or HR related matters.
- Oversee the manpower planning, recruitment and succession plan.
- Productivity
- Customer Satisfaction
- Data Accuracy
- Reporting
- Training Program
- EBIT
- SLA and SOP
- Compliance
- Revenue
- Master's or bachelor's Degree from reputable university majoring in Business Administration or related field.
- Minimum 10 years of working experience preferably in the tourism industry or service industry (Banking, BPO, Call Centre, etc) and/or 5 years as Operation Manager.
- Japanese Native Speaker and Proficiency in English, both conversation and writing.
- Adaptability and Presence of mind to handle customer inquiries and complaints.
- Ability to innovate and enhance procedures and methods to increase productivity and effectiveness
- Good interpersonal skill and good team player.
- Experience dealing with customers journey and customer satisfaction
- Data driven and compliance mind-set
Position Requirements
10+ Years
work experience
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