Specific duties include but are not limited to the following:

• Coordinate and monitor the work of various departments involved in production and manage the performance of services to customers within support window.
• Improve processes and policies in support of organizational goals. Formulate and implement departmental and organizational policies and procedures to maximize output. Monitor adherence to rules, regulations and procedures.
• Track the incidents to conclusion in line with SLAs and quality standards and operational excellence (e.g. Project / Process Deliverables – On time, Quality, SLA, and Productivity Improvement etc.). Ensure that service levels are achieved in line with contracts and that customers’ expectations are met or exceeded;
• Manage critical customer’s incidents, associated to customer communication, activities and any appropriate escalations.
• Guide and mentor junior team members General Requirements:
• Show proactive efforts and communicate with internal and external stakeholders in addressing issues and problems. Excellent oral and written communication skills in Japanese. Need to communicate daily with Japanese customer.
• Must have experience working as team lead role for 2+ years.
• Ability to handle Onsite and Offshore KT and Transition (Conduct Training, Coaching and Grooming etc.);Transition the work efficiently to implement till operations and maintenance
• Manage the performance of services to customers within support window.
• Ensure that service levels are achieved in line with contracts and that customer’s expectations are met or exceeded;
• Ultimate responsibility for ownership of all customers incidents or logged service requests
• Track the incidents to conclusion in line with SLAs and quality standards
• Manage critical customers incidents, associated to customer communication, activities and any appropriate escalations
• Guide and mentor junior team members
• Participation in Knowledge Management  and writing documents (User Manuals and Updating SOPs, Checklist etc.), proposals, work-flows etc. Professional Background (Skills) for process improvement
• High Knowledge of Business unit’s operations, core processes and process improvement methodologies.
• Liaison with senior management. Assist in the development of strategic plans for operational activity. Implement and manage operational plans.
• Other duties as assigned by the Service Delivery Manager.
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• General Requirements:  Skills
• Fluent Japanese speaking ability- JLPT N2 above; Need to communicate daily with Japanese customer.
• Excellent oral and written communication skills in Japanese.
• Must have performed a team lead role for 2+ years.
• Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
• Ability to utilize the applications for Microsoft Office for support, reporting and documentation.
• Ability to provide support over the phone; good phone skills, professional demeanour, previous customer service experience strongly desired.
• Good problem solving skills; ability to visualize a problem or situation and think abstractly to solve it.
• Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
• Ability to think around problems and come up with creative solutions is helpful.
• Ability to work with or without direct supervision.
• Other duties as assigned by the Service Delivery Manager.