Senior Operation Manager - Japanese Native Speaker - Jakarta

Humana International Group; Daerah Khusus Ibukota Jakarta; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading service provider in Jakarta is seeking a seasoned Operations Manager to oversee business units and ensure profitability. The ideal candidate will have over 10 years of experience in the tourism or service industry, fluency in Japanese and Proficiency in English. This role involves managing staff productivity, compliance with standards, and enhancing operational processes.

Qualifications

• Minimum 10 years of experience in the tourism or service industry, and/or 5 years as an Operation Manager.
• Adaptability and ability to handle customer inquiries.
• Experience with customer satisfaction processes.

Responsibilities

• Oversee overall responsibility for business units.
• Ensure compliance with processes and meet defined SLA.
• Manage staff's productivity and conduct regular training.

Skills

Japanese Native Speaker

Proficiency in English

Good interpersonal skills

Ability to innovate procedures

Data-driven mindset

Education

Master's or Bachelor's Degree in Business Administration

Job description

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