Job Description

39 OFFICES in 21 COUNTRIES

At AMPLEXOR we innovate, we are experienced and committed to our clients and employees.

We provide digital state-of-the-art solutions that are both universal and tailored to our clients’ needs.

At AMPLEXOR we think global, we think ahead and we think about the future.

At AMPLEXOR we give you the space to grow and the opportunity to develop an international career in a multicultural environment.


About the role:

The job holder is responsible for managing the relationship and operations with AMPLEXOR customers in Japan, either directly or through a team of Service Managers / Service Coordinators. Customers can span various industries and the portfolio includes Globalization and Digital Web Management services. Specifics of the role include:


  • Develop, implement and guarantee efficient service execution that meet our customers’ expectations (on time, on budget, on quality)
  • Continuously improve quality by establishing and guaranteeing quality standards for project execution
  • Ongoing process review and improvement
  • Align capabilities and processes to customers’ requirements
  • Contribute to employee performance through coaching, training and development opportunities
  • Strategic planning for customers operations
  • Represent AMPLEXOR both internally and externally (with customers)


Responsibilities:

  • Operational team management, including daily activities, development and coaching, workload balancing, attendance, input to performance management
  • Supervision and monitoring of the service execution ensuring compliance to deadlines, costs, standards/methodology and defined quality standards
  • Contribute to employee Performance Management and feedback
  • Apply experience and subject matter knowledge to manage common and complex customer requirements and the delivery of services within established guidelines
  • Support the Sales process by working collaboratively with the Account Managers assigned to customers
  • Service project planning and identification of full compliance with the AMPLEXOR Service Management workflow and methodology
  • Capacity management by identifying all required resources (number and competencies) for the different workflow steps
  • Write and set up the Service Quality Plan according to the AMPLEXOR internal quality standards and/or the requested customer quality standards
  • Anticipate and resolve problems that might endanger smooth production flow
  • Manage feedback and complaint management. Identify responsible to prepare action plan and monitor successful completion
  • Reporting and KPI management (revenue, gross margin, customer satisfaction)
  • Time Sheet management and O/U tracking and optimization
  • Supervision and monitoring of all client orders and price lists
  • Responsible for the final quality the project deliverables together with the project team, service level ownership
  • Develop business relationships and cross-selling
  • Draft forecasts
  • Identify and implement improvements in Customer Service and Service Management

Requirements

Profile:

  • University level or equivalent 3 years degree
  • A least 10 years’ experience in client management, including business relationship, operations and projects
  • Demonstrated in-depth experience in operational service/project management processes and methodologies and experience in a supervisory or first level management role
  • Demonstrate experience of successfully managing customer relationships at different levels, including difficult situation, conflicts, and complaints.
  • Experience in Globalization and/or Content industry selling services related to language services, and/or content management, and/or other related fields (documentation, R&D, marketing, etc.)
  • Solid financial background – understanding of P&L mgmt. for projects, pricing mechanisms
  • International experience – either working abroad (preferably in an English speaking country), or working with an international company
  • Strong leadership and organisational skills, ability to manage teams effectively, mentor and encourages skill development of team members
  • Demonstrated ability to work in virtual teams, influence decisions and constructively support other parts of the company
  • Outstanding communication skills (email, phone, presentations)
  • Excellent knowledge of English required. Additional languages are an asset.
  • Strong organization skills in order to meet tight deadlines and organize heavy workloads or complex project situations
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