Purpose of the role
The Operations Manager is to manage all Airport Refund Counters in Japan from setup, implementation to daily operations (logistics, manpower, training, cash delivery). As a key management role, this includes the management of all respective counter managers and the team of frontline counter staff (fulltime, part-time and outsourced staff) at assigned airports. This position must work with the Cash Japan Managing Director to achieve shared objectives. This position must possess dedication to traveler service and satisfaction. As a key role for exit point operations for Cash Japan, this position requires to work closely with shareholder representatives and team members to ensure best practice standards and KPIs are adopted and met. The position requires strong Japanese and English skills for communication with internal and external stakeholders.
Responsibilities
- Airport Refund Operations Management
- Works with the Managing Director of Cash Japan to implement and operate the airport refund operations in Japan
- Responsible for implementation of new counter setup for new locations (involved during initial negotiations to final implementation) – includes leading and advising the team to achieve best possible conditions for the operations
- Responsible for creating a scalable operations model for each counter and ensure consistent performance for all counters
- Knowledgeable for the refunding process and how the operations at each counter works; includes refunding process, cash management, internal staffing operations, operating manuals other ad-hoc processes, etc
- Responsible for the airport refund operations team, including hiring, training, shift planning, vacation planning, declarations, and performance evaluations to ensure KPIs by the teams are being achieved
- Liaise with internal HR and outsource agents for staffing – ensure best conditions for Cash Japan and ensure that internal HR and outsource agents are able to comply with staffing requirements
- Work with internal and external technology teams to resolve any technology or IT related issues
- Responsible for achieving high standards for overall customer service quality
- Manage any renovations or related changes to the counters
- Complaints are successfully handled and dealt with in a professional and speedy manner with the team
- Conduct site visits and supervise or operate at the counters as required
- External Stakeholder engagement
- Responsible for establishing and maintaining good relations at the relevant management and operational level for all key stakeholders
- Involved in negotiations and discussions with the Airport authorities on all matters related to the airport refund operations (operations, fraud, compliance, technology etc)
- Possess strong relationship and negotiation ability and able to interact with senior level stakeholders
- KPIs, continual improvement and reporting
- Achieving and maintaining KPIs which include performance of the counters and control of operational costs
- Responsible for recommending and executing improvement initiatives to increase the profitability and operational efficiency of the counters
- Responsible for reporting of performance of the various counters to senior management based on set KPIs (monthly, annual and ad-hoc reviews)
Qualifications and education requirements
- 5-7 years’ experience of team management in an operational context/field
- Retail/Service experience in Airport environment is highly valuable
- Must be able to speak/write Japanese & English fluently
- Demonstrate high customer service standards
- Demonstrate high ethical standards
- Base knowledge of MS Office (Word, Excel, PowerPoint)
- Competence in Staff management
- Must command respect and be able to motivate
- Basic HR knowledge
- Organisational skills
- Accuracy, thorough, meticulous, methodical and reliable
- Creative and willing to introduce and explore new ideas
- Additional Language Skills (Chinese/Korean) will be advantageous
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