Operations Manager, Japan
Ten Group, Japan
Job Description
Ten exists to become the world’s most trusted service provider. As Operations Manager, Japan you will be part of a leadership team for Japan and take the lead in ensuring we deliver a reliable and consistent 24-7 service to our clients and our members. You will ensure appropriate staffing and planning over the short, medium, and long-term taken into consideration the evolving nature of our business, including changes in volumes, new programmes and seasonality. You will use data, scheduling and forecasting tools to determine our ongoing staffing requirements. Success in this respect means we consistently achieve all core service level agreements (SLAs), and deliver best in class service as cost-effectively as possible. You will also drive longer-term forecasting that ensures we are poised to effectively handle expected business growth and one-off events. Examples include onboarding of new clients, global sporting or entertainment events and technological improvements that increase our productivity. You will ensure that business leaders have the information they need with enough advance notice to right-size our teams to be in step with such business changes.
In addition, you will lead the day-to-day operation for Japan. Working closely with the Head of Travel amp; Lifestyle, Team Managers, Training, Client Services, HR amp; Recruitment, you will ensure that the operation is well run with balanced, consistent service.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Operations Management
- Chair the daily Pulse/Stand Up sessions we have for service improvement and operational stabilization (Stand-Up) including keeping people to time, organizing the agenda to ensure that all topics are covered and that all outstanding and current actions are updated
- Communicate and follow-up with people before and after the meeting to ensure they know what the agenda is (pre-meeting) and next actions are (post-meeting)
- Ensure that all meeting attendees are on top of their current actions, particularly ensuring that they are prepared in advance of the meeting to give clear, crisp updates?and be ready to offer advice or help problem-solve when people encounter challenges and/or find themselves stuck on making change happen
- Provide/circulate summary emails daily as to the progress of the overall SIP project for Japan
- Drive daily improvements in the service by taking the lead to make proactive adjustments through the shift including, changing skilling, shift patterns, allocation, job processes etc..
- Remain closely engaged with the wider team and ensure they have the understanding and support to deliver the changes they need to make as per the Planner
- Constantly look for ways to make further improvements to the service and the efficiency of the operation.
Supporting the Japan Leadership Team
- Be a go-to support for the Head of Japan Lifestyle be ready to review and discuss challenges and opportunities and then take things away and execute them
- Own the various Japan planners and ensure that all owners of actions are successfully working through them , do follow ups, coach and help problem solve those owners that are stuck and / or not making progress
- Know the data SLAs, job levels have ideas and plans in mind as to what can be done next to make further improvements, put these into action
- Work with WFM make skilling adjustments, escalate when there are clear SLA issues mid-shift and determine cause and solution
- Work with Training determine the most pressing training needs of the Japan business (eg getting more people trained on corp schemes) and ensure they are making these needs a priority
- Work with Client Services help them understand all actions being taken to make day-to-day improvements with various client programmes
- Work with HR understand current recruitment status and progress. Seek out and suggest solutions that can accelerate and improve speed and quality of hiring.
Line Management
- To manage Japan’s Service Ambassadors Team and ensure a high-level of performance within this group around their KPIs of availability, tasks per day and other QA/qualitative areas
- Insert lines from standard TM JD
Resource Planning:
- Regularly work through the 6 phases of workforce management; gathering historical data, analyzing data, cleaning it of inconsistencies, forecasting work volumes, calculating headcounts, creating schedules and analysing stat and SLA’s to ensure we have effectively scheduled
Provide standardised daily, weekly, monthly and quarterly reporting and ad-hoc analytical support to the wider operations team at Ten to ensure there is full understanding of resourcing in your region <