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’ PS 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?

Managing one or multiple projects concurrently.

• Assuming full ownership on assigned projects and make sure clients' expectations are met, assigning a team accordingly and if needed reasonably adjust processes and setups.
• Advising clients on best practices and agreeing on project processes and timelines.
• Prepare schedules and liaise with the Team Leads and facilities based on availability and suitability for the project.
• Participating in designing and improving processes, methodologies and tools.
• Proactively managing changes in project scope, identifying potential risks, and devising contingency plans.
• Managing day-to-day client interaction at a management, workflow and strategy level on assigned projects.
• Constantly seeking opportunities to increase customer satisfaction and developing and deepen client long lasting relationships.
• Preparing schedules and liaise with the Team Leads and facilities based on availability and suitability for the project and Assigning roles and coordinating workflows within the project team.
• Requesting department software and hardware to the appropriate point of contact.
• Providing relevant and thorough briefings to the Team Leads and agents and ensuring that the overall project strategy and client expectations are understood by all members of the teams while maintaining a good project culture.
• Where necessary, assist recruitment efforts by interviewing candidates.
• Maintaining and communicating Team Leads’ and agents’ performance records, including providing feedback and mentoring on an ongoing basis. Tracking, managing and analyzing KPIs of the project. Reporting project statuses and information on a regular basis, including creation of MBR/QBR/ABR, as well as assisting leads with WBR feedback.
• Ensuring the project is financially successful, and accurate financial documents created and delivered to the client on time. Setting up and maintaining projects in the internal financial database system.
• Ensuring quality control procedures are carried out on all projects and all project documents are complete, current, and stored appropriately.
• Using client or industry tools (CRM/Backend) if needed, and where applicable creating views, reports and streamline workflows.
• Initiating milestone reviews and post project reviews and action any process/changes improvements accordingly.
• Facilitating team and client meetings effectively, including during the kickoff phase.
• Resolving and/or escalating project or HR issues in a timely fashion.
• Adhering to all Keywords policies, processes, and security.

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

• You have 2+ years of Leadership experience as a Team Lead or Senior Team Lead.
• Your communication skills in English are excellent (both verbal and written).
• Working knowledge of MS Office, GSuite, PowerBI and CRM tools. Knowledge on advanced Google Sheet formulas is also needed.
• 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.

Additionally, it would be great if:

• You have extensive knowledge of the Discord platform.
• You've completed any additional leadership and/or management training.

• 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