Associate Operation Manager

Your mission as an Associate Operations Manager:

As an Associate Operations Manager, you will be responsible for managing one or more projects from initiation to completion, overseeing the work of the project teams, ensuring client satisfaction and financial performance, and building strong relationships with Keywords’ clients. You will also be expected to follow the client’s standards and guidelines, as well as Keywords’ Player Support strategy and quality standards. If you are interested, please read on for more details about the role and the requirements.

What will be your main responsibilities?

Please note that key responsibilities may vary during peak business periods, absences or workload fluctuations, and support to management as required.

• Manage and take control of one or multiple projects concurrently.
• Assume full ownership on assigned projects and make sure clients' expectations are met, assigning a team accordingly and if needed reasonably adjust processes and setups.
• Advise clients on best practices and agree on project processes and timelines.
• Prepare schedules and liaise with the Team Leads and facilities based on availability and suitability for the project.
• Manage day-to-day client interaction in conjunction with Leads and assigned team.
• Act as client contact at a management, workflow and strategy level on assigned projects.
• Participate in designing and improving processes, methodologies and tools.
• Define and take part in pre-start workflow and division of team responsibility with assistance.
• Assign roles and coordinate workflow within the project team.
• Communicate department software and hardware requirements to the appropriate point of contact.
• Ensure the project is financially successful, and accurate financial reports / invoices created and delivered to the client on time.
• Set up and maintain projects in internal financial database system.
• Provide relevant and thorough briefings to the Team Leads and agents and ensure that the overall project strategy and client expectations are understood by all members of the teams while maintaining a good project culture.
• Understand contracts, the necessary deliverables, and conducting change orders.
• Track, manage and analyze performance and KPIs of the project.
• Proactively manage changes in project scope, identify potential risks, and devise contingency plans.
• Ensure appropriate quality control procedures are carried out on all projects.
• Ensure project documents are complete, current, and stored appropriately.
• Report project statuses and information on a regular basis, including creation of MBR/QBR/ABR, as well as assisting leads with WBR feedback.
• Where necessary, assist recruitment efforts by interviewing candidates.
• Capable to use client or industry tools (CRM/Backend), and where necessary create views, reports and streamline workflows.
• Initiate milestone reviews and post project reviews and action any process changes/improvements accordingly
• Develop and foster lasting relationships with client personnel.
• Continually seek opportunities to increase customer satisfaction and deepen client relationships.
• Facilitate team and client meetings effectively, including during the kickoff phase.
• Resolve and/or escalate project or HR issues in a timely fashion.
• Maintain and communicate Team Leads’ and agents’ performance records, including providing feedback and mentoring on an ongoing basis.
• Adhere to all Keywords policies, processes, and security.

Technical Skills:

• With working knowledge on several tools, such as MS Office, GSuite, etc.
• Knowledge on advanced Google Sheet formulas is also needed.
• Must have strong analytical skills with ability to create financial and performance report for clients and stakeholders.
• Must have knowledge on advance Google Sheet formulas.
• Strong focus on continuous improvement and operational optimization

Behaviour Skills:

• Excellent communication skills–spoken and written.
• Strong analytical skills.
• Organizational skills.
• Strong client management skills.
• Keen observer.
• Can resolve conflicts efficiently.

Requirements

• 2+ years of Leadership experience as a Team Lead or Senior Team Lead.
• Have Fluent Level language skills in both English and Japanese (Both Verbal and written).

Additionally, you would be a great fit if:

• You have great analytical skills, strong client management skills, attention to detail, plus you're a highly organized, proactive person with the ability to prioritize tasks.
• You're strongly focused on continuous improvement and operational optimization and will be able to efficiently resolve conflicts.
• Promoting a culture of open communication is important to you as well.
• You have experience working within an international environment.
• You have the necessary knowledge on how to actively implement and promote feedback mechanisms in assigned projects.
• You're able to recognize patterns and inconsistencies in large amount of data and information.
• You're able to handle and prevent project issues, plus to track and control project financials.
• You're equipped with the awareness of the bigger picture: considering the project, client, the company, and team while making decisions.
• You are familiar with Helpshift

Benefits

• Commuting Allowance : Up to ¥30,000/Month
• Work from home allowance : Up to ¥10,000/Month
• Social Insurance: Full Shakai Hoken（健康保険、厚生年金、雇用保険、労災保険）
• Paid Annual Leave
• Sick Leave
• Employee Assistant Program
• Language Program
• Employee Share Purchase Plan (ESPP)
• Referral program
• Medical check-up
• Company Events