求人名 Service Excellence Lead, East
勤務地 Nihonbashi, Tokyo
事業部 コーポレートアカウンティング・グローバルビジネスサービス
雇用形態 正社員
仕事内容
【募集の背景 / Purpose & Scope】
This position will lead continuous improvement activities in Japan, manages vendor contract, customer voice activities, BPO KPI and demand management and support change communication and other service management activities for APAC/Japan.
【職務の内容 / Essential Job Responsibilities】
（雇入れ直後）
- Develops project plans and assigns tasks to resources to ensure that the project will be completed on time and according to specifications
- Oversees the design and pilot of various feedback mechanisms across a variety of channels, GBS employees, execution of surveys, CX-based innovation recommendations
- Owns the Management Process for "Customer Experience Management" and is responsible for evolving & adding detail to service management charter as needed
- Contributes ideas and actions towards the continuous improvement of processes within area of influence
- Understand concerns relating to GBS processes and outputs and work with GBS to escalate issues and prioritize activities
- Provide GBS with a point of escalation and communication route back into the retained organization and liaise with the business on customer behavior
- Focus on delivering the Service Performance Management framework and SLA / KPI reporting
- Support Change communication and other service management activities as APAC/Japan Hub.
（変更の範囲）
会社内での全ての業務
【組織 / Organizational Context】
Reports to Head of Strategy and Service Management located in the UK. However, this position requres close and interactive communication with both Global Service Excellence lead and Continuous Improvement lead in Service Management team.
【就業環境に関する要件 / Specific Physical or Environmental Requirements】
- Ability to operate effectively within a global environment, using remote communication, and appreciating different cultural backgrounds
- Ability to travel internationally on occasion
【応募要件 / Qualifications】
1. University degree in Accounting, Finance or related discipline, or equivalent qualification
2. Fluency in local language, English conversational and business English (equivalent to Toefl IBT 105+, or 7.5 IELTS, CAE- Cambridge English advanced exam, TOEIC Listening 400+, Reading 400+, Speaking 150+, Writing 150+)
＜必須 / Required＞
- BA/BS required, preferably in Business or Information Systems.
- 7+ years experience with significant supervisory experience.
- Strong knowledge and understanding of overall accounting operations.
- Strong PC skills with required proficiency in Microsoft Office applications.
- Strong verbal, written and negotiation skills.
- High degree of professionalism - able to interact verbally and in writing with all levels of the organization and with internal and external stakeholders (e.g. suppliers) Strong verbal, written and negotiation skills.
＜歓迎 / Preferred＞
- Prior experience with SAP and Concur applications.
- Experience in leading process improvement or optimization
【応募書類 / Application Documents】
和文履歴書・和文職務経歴書・英文レジュメ
Both Japanese and English Resumes are needed
【選考プロセス / Selection details】
書類選考 → 1次面接 → 最終面接
※変更の可能性もございますので、予めご了承下さい。
CV screening → First interview → Final interview
*Please be advised that there might be a change in the process.
【勤務地 / Location】
（雇入れ直後）
東京都中央区 アステラス製薬 日本橋事業所 本社
Nihonbashi, Tokyo
（変更の範囲）
会社の定める事業場および自宅
【勤務開始日 / Start Date】
応相談
Will be decided according to the candidate's flexibility
【契約期間 / Contract Duration】
期間の定めなし
Not limited to specified period
【試用期間 / Probation Period】
試用期間原則なし
No probation period in principle
【給与 / Salary】
①基本給：当人の経歴・技術・技能等を考慮して決定
②裁量労働制の場合：裁量労働手当として職務グレードに応じて50,000～100,000円支給
③フレックスタイム制の場合：月間の所定労働時間を超えて勤務する時間に対して時間外勤務手当を支給
①Base salary: will be decided by the candidate's experience, skill and capability.
②When Discretionary Work System is applied: Discretionary work allowance will be paid.(50,000～100,000yen, based on the Grade)
③When Flextime System is applied: Overtime allowance will be paid for time worked in excess of prescribed working hours.
【昇給 / Salary Raise】
有り
【賞与 / Bonus】
有り
【諸手当 / Allowance】
裁量労働手当、住宅手当、通勤手当 等
Discretionary work allowance, Housing allowance, Commutation allowance, etc.
【勤務時間 / Working Hours】
8:45～17:45（月～木）、8:45～16:00（金）、専門業務型 裁量労働制
裁量労働制の場合、所定労働時間を働いたものとみなす
8:45～17:45（Mon～Thu）、8:45～16:00（Fri）
Discretionary Work System
【休日 / Holidays】
完全週休２日制（土曜・日曜）、祝日、5月1日、夏季、年末年始
Weekends(Sat and Sun), holidays, May 1st, summer vacation, New Year holidays
【休暇 / Vacation Leave】
年次有給休暇、育児休業制度、介護休業制度 等
Annual paid leave, childcare leave system, nursing care leave system, etc.
【福利厚生 / Welfare】
雇用保険、労災保険、厚生年金、健康保険、共済会制度、社宅制度、持株会制度、財形貯蓄制度 等
Employment Insurance, Industrial Accident Compensation Insurance, Welfare Pension Insurance, Health Insurance, Mutual Aid Association System, Company Housing System, Employee Shareholder Association System, Property Accumulation Savings System
【アステラス製薬 採用サイト/ Career web site】
https://re-jp.astellas.com/jp/recruit/newgraduates/
For more information about Astellas, please visit our career web site.
"We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law."