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About the Role

This role leads operations within the Contact Center Division, setting and driving strategies and goals towards an ideal future state. The primary objective is to maximize customer experience and operational efficiency, fostering sustainable organizational growth. Key responsibilities include designing and implementing initiatives to enhance customer satisfaction, speed, and convenience, setting and monitoring customer experience metrics, and driving improvements across departments. The role also focuses on improving operational efficiency through AI utilization and knowledge sharing, promoting team and organizational growth, ensuring compliance and ethical conduct, and managing investments and budgets.

Responsibilities

• Design and promote initiatives to improve customer experience, focusing on convenience, satisfaction, and speed from a customer perspective.
• Set and monitor customer satisfaction and experience metrics, executing improvements across departments.
• Establish metrics and goals for improving organizational operational efficiency and lead these efforts.
• Achieve automation and improve human operational productivity through active AI utilization and proposing knowledge improvements to related departments.
• Support team members' career development and job satisfaction, promoting diversity and health management.
• Ensure compliance with relevant laws, including the Insurance Business Act, while making flexible and strategic decisions.
• Promote business operations that emphasize corporate social responsibility and ethical considerations.
• Quantitatively set and track investment amounts, effects, and periods to optimize resources.

Requirements

• Experience leading projects in business process redesign, operational transformation, and efficiency improvement.
• Proven track record of designing and executing initiatives that achieve both customer experience enhancement and operational efficiency, with an understanding of on-site operations.
• Experience in applying AI and data utilization to practical business scenarios, linking them to business decision-making and initiative promotion.
• Experience leading collaboration with business departments to demonstrate customer value improvement through AI utilization.
• Possess customer focus, strategic thinking, logical reasoning, and quantitative/modeling abilities, with the capacity to clearly organize and communicate complex issues.
• Ability to quantify the effects of initiatives through KPI and economic value assessment and prediction/verification.
• Leadership in process transformation and improvement, capable of concretely planning and executing simplification, digitalization, and automation to improve both customer experience and operational efficiency.
• Ability to structurally and quantitatively predict and observe the impact of initiatives and reforms, utilizing them for improvement.
• Possess the vision to support members' career growth by promoting transformation from conventional operations.
• Ability to promote prioritization and process standardization, ensuring continuous operation through the development of operational rules and procedures.
• Ability to lead team and organizational transformation and execution.
• Ability to support members' careers and health with a broad perspective, conducting objective evaluations and setting goals.
• Detailed understanding of insurance products and business models, including policy wording.
• Native Japanese proficiency or equivalent high-level Japanese language skills.
• Basic English communication skills are desirable for global collaboration.

Skills

• Business Process Redesign
• Operational Transformation
• AI Utilization
• Data Analysis
• Leadership
• Strategic Thinking
• Logical Reasoning
• Quantitative Analysis
• KPI Management
• Project Management
• Change Management
• Human Resource Management
• Insurance Product Knowledge

Location

• Shirokanedai Headquarters (initial employment)
• Relocation to company-designated work locations may be ordered.

Work Type

• Full-time

Experience Level

• Management Experience
• Project Lead Experience

Salary/Compensations

• Commensurate with current annual income, abilities, and experience, according to company regulations.

Benefits

• Flextime system available

About the Company

• AXA Life Insurance was established in 1994 as a member company of AXA. Leveraging AXA's global knowledge and experience, we serve 3.15 million customers with 5.71 million contracts.
• Since the founding of Nittan Life in 1934, we have built partnerships with 511 Chambers of Commerce and Industry, private companies, and government agencies nationwide.
• We offer a wide range of products including death benefit, medical/cancer, annuity, and asset formation, as well as advice on corporate welfare and life management® (managing one's life).