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.

KPI Indicative

• Productivity
• Customer Satisfaction
• Data Accuracy
• Reporting
• Training Program
• EBIT
• SLA and SOP
• Compliance
• Revenue

General Requirements

• 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