Japanese Web Content Management Supervisor

Act as the key liaison between Japanese-speaking clients and English-speaking internal teams, ensuring smooth daily operations, consistent service delivery and effective communication. This role oversees team performance, operational processes, client satisfaction and project execution while maintaining compliance with agreed service standards.

Key Responsibilities

Client Relationship & Stakeholder Coordination

• Serve as the main point of contact for Japanese-speaking clients on operational matters, coordinating closely with English-speaking internal stakeholders.
• Maintain productive client relationships through regular updates, progress reporting and timely resolution of concerns.
• Manage complex enquiries and escalated cases, taking ownership to ensure appropriate and prompt resolution.

Operations Management & Process Improvement

• Develop and maintain operational procedures, workflow guidelines, process manuals and documentation to support consistent daily operations.
• Identify operational gaps, investigate underlying causes and implement corrective measures to minimise recurring issues.
• Coordinate projects, establish priorities, monitor deliverables and provide regular progress updates to management.
• Carry out additional responsibilities as assigned.

Team Leadership & Performance Management

• Supervise, guide and develop team members, including coaching Agents and providing constructive performance feedback.
• Drive individual and team performance through ongoing monitoring, coaching and improvement initiatives.
• Support people management activities and foster a team culture focused on accountability and service quality.

Quality Assurance & Performance Reporting

• Review completed work to ensure compliance with established quality requirements, Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Monitor operational results across daily, monthly and annual reporting cycles, identifying trends and areas for improvement.
• Prepare performance analyses and present actionable recommendations to management.

Website Content Management

• Oversee website content updates across relevant web platforms, ensuring information is accurate, current and published within the required timelines.

• Language Proficiency: Native-level Japanese and business-level English proficiency (C1) are required for client communication and internal stakeholder coordination.
• Relevant Experience: At least 3 years of professional experience in BPO, customer service, operations management or a related field. Prior leadership experience of approximately 2 years is preferred.
• Leadership & Coaching: Ability to guide team members, provide constructive feedback and implement initiatives to improve performance.
• Organisation & Project Coordination: Strong organisational skills, with the ability to manage competing priorities, coordinate projects and track performance against SLA and KPI targets.
• Analytical & Problem-Solving Skills: Demonstrates initiative, sound judgement, accountability and the ability to resolve operational challenges independently.
• Technical Skills: Basic Microsoft Excel proficiency and willingness to learn operational systems and tools. Familiarity with web content management systems (CMS) is an advantage.
• Personal Attributes: Dependable, proactive, self-motivated and capable of learning independently while managing responsibilities effectively.