Client Services Delivery Manager - New Japan Market Entry with USA Fintech Company

求人詳細

The fully bilingual Client Services Delivery Manager will spearhead the establishment of customer service operations in Japan and manage ongoing service delivery for key regional clients. This position requires deep expertise in customer service management, project execution, and stakeholder engagement, along with a proven record of leading large teams and overseeing complex, cross-functional projects.

Key Responsibilities:
- Lead the full implementation of customer service operations in Japan, including contact center setup, staffing, process design, vendor management, and compliance with local regulations.
- Act as the primary delivery lead and client point of contact for a major regional account, overseeing service delivery, managing escalations, and conducting regular performance reviews.
- Establish and track service metrics (SLAs, KPIs), drive continuous improvement initiatives, and ensure robust quality assurance and workforce management processes.
- Develop and manage the Japan launch project plan, ensuring effective coordination of timelines, resources, risk management, and communication across teams.
- Design and maintain training materials, standard operating procedures (SOPs), escalation frameworks, and workflows tailored to the Japanese market and client expectations.
- Collaborate closely with cross-functional teams to align system integrations, security measures, recruitment, and onboarding with project milestones.

こんな方を求めています

経験・スキル

• Experience in designing and implementing enterprise contact center platforms and omnichannel routing architectures (e.g., Genesys Cloud, Amazon Connect, Cisco Finesse).
• Experience in payments systems operations and integration, including ISO 20022 messaging, payment reconciliation workflows, and settlement processes.
• Experience implementing and maintaining security and data protection controls, including PCI DSS and Japan’s Act on the Protection of Personal Information (APPI), for customer service environments.
• Experience in program and project management using PMP/PRINCE2 methodologies and tools such as Microsoft Project, Smartsheet, or Asana.
• Experience integrating and configuring CRM and customer service platforms such as Salesforce Service Cloud, ServiceNow, or Zendesk, including API integrations.
• Experience with workforce management, quality assurance, reporting and analytics tools for contact centers (NICE, Verint, Tableau, Power BI).
• Proven FULL professional fluency in Japanese and English for client-facing communication, documentation, and stakeholder coordination.

Good-to-Have:
• PMP/PRINCE2/AGILE/SCRUM certification

学歴

大学卒業以上

募集要項

職種

技術系（機械・電気・電子・化学）その他

給与

年収 1,000 〜 1,500万円

賞与

-

雇用形態

契約社員

雇用期間

期間の定めなし

就業時間

09:00～18:00

休日休暇

土曜日　日曜日　祝日

保険

健康保険　厚生年金保険　雇用保険

特長

外資系企業, 上場企業, 土日祝休み

業種

その他　金融・保険

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