Client Services Delivery Lead

A public-listed American Fintech company is looking to hire several key founding staff to be based in Tokyo, as a part of their exciting market entry into Japan. 

We’re seeking an experienced bilingual Client Services Delivery Manager to drive the setup and long-term management of customer service operations in Japan. The ideal candidate will combine strong leadership in service management with hands-on experience in program delivery, stakeholder coordination, and team development across complex, multi-country initiatives.

Primary Accountabilities

• Establish Japanese Operations: Direct the full launch of customer support operations in Japan - covering contact center creation, staffing strategy, vendor oversight, operational process design, and adherence to local regulatory standards.

• Client Engagement & Service Oversight: Serve as the regional delivery lead and key client liaison for a strategic account. Oversee performance management, handle escalations, and lead recurring service review sessions.

• Performance & Quality Management: Define measurable service outcomes (SLAs, KPIs), implement monitoring frameworks, and champion continuous improvement and quality assurance programs.

• Program Execution: Create and maintain a detailed launch roadmap - aligning timelines, resources, risks, and communication across all delivery teams.

• Knowledge & Process Frameworks: Develop localized SOPs, escalation guidelines, workflow documentation, and learning materials suited to the Japanese market and client specifications.

• Cross-Functional Collaboration: Partner with technical, HR, compliance, and operations teams to coordinate system integrations, data security practices, and workforce onboarding aligned with project milestones.

Required Expertise

• Contact Center: Proven experience working with technical teams to design and deploy large-scale contact center platforms and omnichannel routing environments (such as Genesys Cloud, Amazon Connect, or Cisco Finesse).

• Project & Program Management: Skilled in structured delivery methodologies (PMP, PRINCE2) and tools like Microsoft Project, Smartsheet, or Asana.

• Customer Service Technology: Proficiency in CRM and service management solutions (Salesforce Service Cloud, ServiceNow, Zendesk), including API and backend integrations.

• Analytics & Workforce Tools: Familiarity with WFM, QA, and analytics platforms (NICE, Verint, Tableau, Power BI) for monitoring service efficiency and performance.

• Language Proficiency: Professional-level fluency in both Japanese and English for communication, documentation, and stakeholder interaction.

Preferred Qualifications

• Certification in PMP, PRINCE2, Agile, or Scrum methodologies.

• Payments Operations: Background in payment systems management and integration, including ISO 20022 messaging standards, reconciliation, and settlement workflows.

• Compliance & Security: Hands-on experience implementing data protection and security measures (e.g., PCI DSS, APPI) within customer operations environments.