損害保険事業統括会社でのOperations Development, Regional Contact Center Operationsの求人

POSITION OBJECTIVE:
To ensure the Region wide Call Center Operations:
*Continue to develop in line with our Regional CC strategy/plan and best-in-class principles.
*Maintain the appropriate level of business results across a balanced scorecard of key performance indicators. Manage day to day results.
*Are optimized via proactive approach to continuous process improvement and innovation that is focused on improving efficiency, effectiveness and quality outcomes.
*Support the development of financially acceptable Business Cases in each company that justify the implementation of new process, technology and people approach.
*Support Project Management and CC implementations when requrires.

KEY PERFORMANCE INDICATORS (KPI):
1)Planning and Development Effectiveness
*Support the Review of CC Strategy and planning mechanisms.
*Identify opportunities for major improvement and support the Business Case development to facilitate the change implementations.
*Complete periodical reviews of Centers to benchmark performance and improvement opportunities.
*Introduce and supervise the use of best practice process methodologies to improve results.

2)Operational Management
*Day to day performance management across the call centers in the Region.
*Ensure that all centers complete agreed KPI reporting and related analysis in a timely manner.
*Overview action plan development in order to improve results in line with goals/targets.
*Develop a focus on Customer Satisfaction and Customer Centricity via the introduction of Quality Assurance, Customer Surveys and Mystery Shopping Programs.
*Ensure Call Center projects follow project methodology.

3)Relationship Management
*Establish and maintain cordial and professional business relationships with colleagues and external providers.
*Create a ‘client focused’ performance culture within the group to ensure each company values the contribution of the Regional CC team.
*Maintain a level of independence and objectivity with each company call center in order to ensure results and maximized.
*Develop the staff member under your support to ensure professional growth and standards are met.

ESSENTIAL EXPERIENCE REQUIRED:
*Contact Center experience.
*Extensive experience in a consumer orientated financial services organization (marketing and/or operations desirable).
*Sales and direct customer facing operations experience.
*Experience in process evaluation or re-engineering (preferable Six Sigma methodology).
*Project Management experience is desirable.

EDUCATION REQUIRED:
*College or University degree in a commercial discipline.
*Desirably, Post Graduate qualification such a MBA.

PERSONAL SKILLS AND QUALITIES:
*Outstanding Interpersonal Communication Skills and ability to work across multiple cultures.
*Functional Skills-Learns Processes and Procedures Quickly.
*Good financial and business sense, with Logical and Lateral Thinking Abilities.
*Strong Numerical and Analytical Ability.
*Ability to Solve and Anticipate Problems.
*Ability to influence others via a matrix reporting model.
*Good Written and Oral Communication Skills (Bilingual in Japanese and English).