Language:
Japanese N1 Level and English
Location:
Greater Tokyo
Employment Type:
Full-time Permanent
Industry:
Insurance / Financial Services
Role Overview:
As an Assistant Manager in Customer & Operations, you will take ownership of initiatives that enhance customer experience and operational efficiency.
This role is ideal for someone with strong analytical, communication, and leadership skills, preferably with experience in the insurance domain.
Key Responsibilities:
Lead initiatives to identify and resolve customer pain points using data-driven insights.
Analyze customer feedback and operational data across touchpoints to quantify bottlenecks.
Design and implement customer journeys in collaboration with internal departments.
Coordinate with stakeholders to align KPIs, improvement actions, and strategic goals.
Facilitate meetings and committees focused on customer experience and operational excellence.
Manage PDCA cycles for improvement actions and measure their effectiveness.
Prepare and present reports, proposals, and internal communications using PPT and Excel.
Promote customer-centric operations in line with Fiduciary Duty principles.
Technical & Professional Skills:
Proven experience in customer issue identification and improvement planning.
Strong data analysis skills to extract actionable insights.
Experience in stakeholder coordination, project leadership, and consensus building.
Strategic thinking and gap analysis using frameworks.
Proficiency in preparing clear, persuasive documents and presentations.
Excellent communication skills to build trust and drive collaboration.
Experience in the insurance industry is preferred, or strong motivation to learn quickly.
Behavioral Competencies:
High motivation and commitment to achieving goals.
Strong time and schedule management skills.
Self-driven with the ability to manage tasks independently.
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