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 company in Jakarta is seeking an experienced Operations Manager to oversee business units and enhance operational procedures. Candidates should have at least 10 years of experience in the tourism or service industry, with proficiency in Japanese and English. The role requires good interpersonal skills, adaptability, and a focus on customer satisfaction. This exciting opportunity involves responsibility for unit profitability, mentoring staff, and ensuring compliance with processes and SLAs.

Qualifications

• Minimum 10 years of working experience in the tourism or service industry.
• 5 years experience as Operation Manager preferred.
• Adaptability to handle customer inquiries and complaints.

Responsibilities

• Undertake overall responsibility of the business units.
• Ensure unit profitability and achieve target (EBIT).
• Develop and maintain business relationships with partners.

Skills

Japanese Native Speaker

Proficiency in English

Good interpersonal skill

Data driven

Ability to innovate

Education

Master's or bachelor's Degree in Business Administration or related field

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