Inquiry Process Improvement/Efficiency Specialist - Inquiry Management Section, Risk Management Department, Group Compliance Supervisory Department (RMD)

Job Description:

Business Overview

Rakuten Group provides more than 70 services in a wide range of fields, including e-commerce, travel, digital content, and other Internet services in Japan and overseas, as well as financial services such as credit cards, banking, securities, electronic money, and smartphone app payments, mobile services such as mobile carrier services, and professional sports. By organically linking these services through a membership system centered on Rakuten members, Rakuten has created a unique “Rakuten ecosystem” that is unlike any other.
*Our Businesses Key Figures
https://corp.rakuten.co.jp/careers/services/

Department Overview

The Inquiry Management Section is responsible for responding to inquiries and requests from public investigative agencies (including the National Police Agency, prefectural police departments, the Supreme Public Prosecutors Office, the Ministry of Health, Labour and Welfare's Narcotics Control Department, and the Japan Coast Guard) regarding criminal investigations/offense investigations based on various laws, as well as inquiries about lost property, etc., received by our various services. This ensures that all services provided by our group can be used safely and securely. This role involves handling a large amount of personal and confidential information, requiring a high degree of confidentiality. However, team members enjoy working together, helping each other out.
Each team member approaches their work with a strong sense of responsibility to “protect Rakuten and its users and create an environment where users can use Rakuten services with peace of mind.

Position:

Why We Hire

We are currently understaffed to fulfill the mission of the Inquiry Management Section.
While our team includes members of all ages, we expect that once you have gained a solid understanding of our department’s operations, you will eventually work on improving our processes using AI and other technologies.
The Inquiry Management Section handles inquiries from law enforcement agencies, such as the police, in accordance with various laws and regulations.
Currently, much of this work is done manually, but our goal is to automate these processes using RPA and AI; we have just begun implementing these technologies.
Looking ahead, we aim to strengthen our team as we pursue further automation.
Eventually, you will have the opportunity to work not only on tasks specific to our division but also on automation projects for other teams.

- Impactful Mission
By responding to inquiries from law enforcement agencies and sharing information on fraud with various business divisions within the Group, we will eliminate the various forms of fraud-related damage that the Rakuten Group as a whole suffers, both directly and indirectly, thereby fulfilling our social responsibilities as a provider of social infrastructure.
- Empowering Culture
As part of our organizational culture, we are committed to process improvement and systemization, enabling us to adapt flexibly to change.
Although this is a highly specialized field, we offer a comprehensive on-the-job training program for new hires. We have established a system that allows you to acquire knowledge from the ground up through hands-on experience. Therefore, even if you lack prior knowledge or experience, if you have a strong desire to “safeguard Rakuten’s security and safety,” this is an environment where you can steadily develop your skills and grow as a professional.
- Career Growth (Skills and career paths you can gain)
Develop expertise in personal data protection and open doors to diverse roles within Rakuten's fraud prevention and various business units.
- Broad Exposure (The appeal of leveraging Rakuten Group's resources)
We provide over 70 services offered by Rakuten and work closely with representatives from various businesses within the group. This allows us to gain insights into trends and knowledge across a wide range of industries.
Protecting the vast “Rakuten Economy” ecosystem from crime and fraud, and maintaining an environment where Rakuten users can use our services with peace of mind, serves a vital public interest by safeguarding our social infrastructure.

Position Details

Job Summary
This department is responsible for responding to inquiries and requests from investigative agencies (such as the police) regarding criminal investigations/offense investigations based on various laws, as well as inquiries about lost property, etc., received by our various services. Our objective is to support law enforcement investigations and foster a safe and secure Rakuten Ecosystem.
You will be responsible for advancing the systematization, automation, and streamlining of the systems and related operations used by the Inquiry Management Section, utilizing technologies such as AI.
Key Responsibilities
- Responding to inquiries and requests from investigative agencies.
- Sharing and consolidating information with the managers of each business unit (service and business divisions).
- Driving operational improvements for the above tasks (e.g., promoting the use of AI for efficiency).
Specific Project Examples
- Improving efficiency in communications between law enforcement agencies such as the police: We are currently considering switching from paper documents to digital data for communications with law enforcement agencies.
- Automation of internal investigations in response to inquiries
- There are still areas within our internal investigations that are handled manually.
We plan to automate these processes using Python, Power Automate, and AI.
We are also considering various other projects.
The person in charge will be involved in everything from requirements definition to development and operational maintenance.
The primary tools used will be Python and Power Automate.
We currently have three staff members, each responsible for one project.

Work Environment

Team Structure
- Team Size: Risk Management Department: approx. 20 members/ Inquiry Management Section: 7 members
- Age Range: Primarily in their 30s
- New Graduate vs. Mid-Career Ratio: 1:9
*Since this role involves frequent access to the personal and confidential information of Rakuten users, on-site work will be the primary requirement.

Mid-Career Hire Backgrounds
We currently have team members who have successfully transitioned from careers as former police officers and other public servants. Even if you are not a former public servant, this is an environment where you can easily catch up as long as you are motivated.
Additionally, after joining the company, you will be assigned a mentor who will guide you through your work via on-the-job training, ensuring you can quickly get up to speed. As a result, even if you have no prior experience, your colleagues will provide solid support so that you can thrive on the front lines as a “key defender of the Rakuten Group.”
Our team members come from diverse backgrounds, including those with experience in web development and those who previously worked as consultants.
If you are familiar with programming or system development, we believe you will thrive in this role.
Examples of Career Paths for Successful Mid-Career Hires
There are examples of individuals who, after gaining 4-5 years of experience in this section, have transitioned to fraud prevention departments within the Rakuten Group.

Mandatory Qualifications:

Candidates must meet all of the following criteria
- Individuals who share our commitment to protecting Rakuten and its users and can perform their duties with integrity.
- Individuals with programming knowledge who have used it in a professional setting.
(Experience with Python, Power Automate, or similar systems is a plus)
- Basic computer skills and communication skills.

Desired Qualifications:

- Experience using tools to improve operational efficiency.
- Experience handling personal information (1-2 years or more).
- Work experience at a financial institution, such as a credit card company.
- Information processing-related qualifications.
- Proactive in utilizing cutting-edge technologies such as AI.
- Business-level English proficiency (experience with emails, document creation, meetings, etc.).

Other Information:

Additional information on Location

Rakuten Crimson House
1-14-1 Tamagawa, Setagaya-ku, Tokyo

Related Pages
- Employee Benefits: https://global.rakuten.com/corp/careers/benefit/

- Employee Conditions: https://corp.rakuten.co.jp/careers/information/

- Culture: https://corp.rakuten.co.jp/careers/culture/

#corporate #legal #IP #audit #operationdiv

Languages:

English (Overall - 3 - Advanced), Japanese (Overall - 4 - Fluent)