Team Leader – Japanese Bilingual

Posted 06 September 2023
Job type Full-Time

Company's Benefits

  • Flexible Working Arrangements

    Flexible Working Arrangements

  • Equal Pay Initiatives

    Equal Pay Initiatives

  • Mentorship Program

    Mentorship Program

  • Leadership Development Program

    Leadership Development Program

  • Paid Parental Leave

    Paid Parental Leave

  • Return to Work Policy

    Return to Work Policy

  • Childcare Facilities

    Childcare Facilities

  • Breastfeeding Rooms

    Breastfeeding Rooms

  • Sponsorship Program

    Sponsorship Program

  • Coaching Program

    Coaching Program

  • Raise Numbers Of Women In Leadership

    Raise Numbers Of Women In Leadership

  • Internal Women's Networking Group

    Internal Women's Networking Group

Job Description

The Process Delivery Specialist is essential to the ongoing profitable operations for one of the most globally recognized and respected companies in the world. By overseeing our financial activities, you will enable IBM to continue to bring to market ground-breaking innovations such as Artificial Intelligence, Cognitive Solutions, Cloud Infrastructure, and Blockchain technologies, to name a few.

Your Role and Responsibilities

  • Act as translator during calls/meetings/training/transition.

  • Ensure all emails/DTPs are translated from Japanese to English and vise versa

  • Ensure delivery of requirement in accordance with contractual obligations; Attend contract renewal discussions.

  • Act as a liaison between Manila Team and Japanese Clients and be of support in building / maintaining good relationship with internal & external parties

  • Prepares RCA / Preventive actions for any errors/escalations raised by client; This can also include training materials, huddle agenda as well as meeting decks for the team to understand client requirement

  • Hold trainings for analysts/team to ensure process are carried out smoothly and free of errors

  • Attend daily/weekly/monthly cadences with client and Japan IBM counterparts and discuss Manila Performance Status/updates

  • Attend/hold Q&A or training sessions to ensure Manila Team understands and performs the process in accordance with client DTPs and requirement

  • Receive/make phone calls to Japanese clients including IBM Japan counterparts

  • Communications: Email, Chats (Slack), Phone Call (face to face meetings)

  • Support client visit, internal and external audit requirement

  • Ensure delivery of SLA/SLO targets by managing daily team performance to maintain/improve client trust (SLA: 100%; Accuracy Target 99.9%)

  • Discuss and negotiate SLA/SLO targets as needed.

  • Manage costs/financials and utilization of team to meet daily/monthly/yearly targets


Required Technical and Professional Expertise

  • Speaking, Writing, Listening, Reading in Japanese and English languages

  • Okay to work on a shifting schedule (Day, Mid, Night)

  • Willing to be assigned in Eastwood, Quezon City

  • Willing to work 100% onsite

Preferred Technical and Professional Expertise

  • At least 5 years of People Manager experience