仕事内容:
Job description:
At TLScontact, we work with governments from around the world to provide visa and consular services on their behalf to travellers and citizens. Our core expertise, built up in visa processing, enables us to apply our secure processing experience to a wide range of government and citizen services, both abroad and in-country. Harnessing new technology, we support governments in their digital transformation, helping to improve efficiency and enhance customer service.
Job Title: Center manager
Place of work:Tokyo,Japan
Reporting to: Regional Manager
Subordinates: Supervisor, Agents
Requirements:
Experiences:
- Minimum 5 years’ experience in multi-national company with customer experience focus
- At least 3 years in team management experience
- Minimum 3 years’ experience in Operations process management
Skills and abilities:
- Fluent Japanese and English (speaking/reading/writing) is required
- French language proficiency is preferred.
- Proficiency in MS Office
- Detail oriented, initiative and independent
- Strong communication and organizational skills
- Mature, intelligent and high level of personal integrity
- Fast learner
- Strong team player, ability to build relationship cross-functionally
- Strong sense of responsibility and ability to work effectively within limited deadlines and under pressure
- General finance literacy
- Emotional inelegance
- Project management skill is an advantage
- Business development skill is an advantage
Responsibilities:
- Manage the day-to-day operations of Visa Applications Centre in compliance with Standard Operations Procedure, and for larger Centre’s additionally manage the operations of one or more subsidiary temporary remote Application Centres (TELs)
- Develop, coordinate and implement first-class services
- Work with the government client, other support organizations and companies to develop and enhance services
- Manage the physical facilities of the VAC to ensure they are fit for purpose.
- Contribute to strategic planning and implementation actions
- Contribute to strategic commercial developments, develop turnover and gross margin, increase market share and lead new commercial developments
- Maximize productive efficiency within the company
- Ensure the effective management of the VAC/TEL staff team through recruitment, objective setting and review, training and development, and the motivation of staff through effective leadership and appropriate implementation of recognition and reward practices
- Ensure appropriate communication channels exist between the staff and customers
- Ensure the integrity of systems and processes to manage applications effectively and ensure the confidentiality of client
- Manage the VAC operation and staff in accordance with Corporate Values, and develop the Centre’s culture to ensure its alignment with the Values
- Support the development of other VAC/TEL locations through advice and mentoring
- Ensure the effective implementation of central Company initiatives
- Ensure a healthy and safe working environment
- Perform business reporting in accordance with Company processes
- Improve on Employer’s current delivery and reporting processes
KPIs for the Role:
- Meet/exceed agreed financial metrics
- Meet/exceed agreed service performance metrics
- Continuous performance improvement against a dashboard of business metrics, including reduction of accidents and lost time incidents, reduction in staff attrition, reduction of client complaints, and increase in customer satisfaction measures.
In TLScontact we are cultivating a supportive, inclusive working environment where all our employees can thrive and express their talent, whatever their gender, background, race or religion. This is our way to build the most diverse and engaged talent pipeline where each employee’s voice matter and valued. We believe that this approach will lead us to a long-term success as an organization in visa services industry.
求める人材:
Welcome Skills: French
勤務時間・曜日:
Working Hours
- Standard working hours are 8 hours per day, 5 days per week from Monday to Friday.
- Working hours will be scheduled in accordance with business and operational requirements.
- Overtime may be required depending on business needs.
休暇・休日:
Full Weekends: Saturday and Sunday and all of the public holidays
その他:
Job Type: Full-time
Pay: From 630,000円 per month
Average number of scheduled working hours (monthly): 160 hour(s)
