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About the Role
The Technology Platforms Division (TPD) builds and operates infrastructure and ecosystem platforms for Rakuten Group. The Telecom Business Application Supervisory Department (TBASD) plans, develops, and maintains a unified Business Support Systems (BSS) platform to support Rakuten Mobile's business growth, delivering agile and scalable solutions. The BSS Ops Department (BSOPD) ensures system stability and quality performance of the BSS platform and applications, aiming for operational excellence through monitoring, troubleshooting, and proactive issue resolution. This role offers an exciting multinational and multicultural environment, providing an opportunity to drive high-impact operational transformation at scale.
Responsibilities
- Proactively identify systemic process bottlenecks and operational inefficiencies impacting delivery quality.
- Perform root cause analysis on business-impacting processes, focusing on process gaps and business logic errors.
- Lead continuous improvement projects to streamline workflows, reduce manual intervention, and improve cycle times.
- Define, track, and report on key operational performance metrics (KPIs) to identify trends and drive improvements.
- Act as the primary conduit between Business owners, Product Management, Engineering, and Operations teams.
- Define and manage the roadmap of operational/system enhancements and fixes, aligning priorities with business impact.
- Lead the documentation of new processes, creation of training materials, and support for new system features.
- Participate in business-focused post-mortem reviews and Root Cause Analysis (RCA) to drive preventative process changes.
Requirements
- Proven experience in business requirements gathering, process mapping, and functional design within an agile, enterprise-grade environment.
- Proven ability to analyze complex data to identify trends, diagnose process failures, and support decision-making.
- Proven experience in KPI creation, management, and reporting.
- 5+ years of experience in identifying, analyzing, and driving operational process improvement initiatives.
- Knowledge of Software Development Life Cycle.
- Exceptional stakeholder management skills; ability to articulate complex technical challenges to non-technical business leaders and vice versa.
- Proven Project Management experience.
- Demonstrated proficiency using business and data analysis tools (e.g. Power BI, SQL, SAP).
- Proven proficiency in data visualization.
- Experience working with Japanese customers.
- Strong organizational skills.
- Commitment to quality and compliance.
- 5+ years of experience in Telecom BSS / Order Management and billing processes, with a deep understanding of the end-to-end order lifecycle.
- Experience with ITSM methodologies and tools (ServiceNow/Jira/Confluence).
Skills
- Business Analysis
- Analytical Skills
- Process Expertise
- Communication
- Stakeholder Management
- Project Management
- Data Analysis Tools (Power BI, SQL, SAP)
- Data Visualization
- ITSM methodologies and tools (ServiceNow/Jira/Confluence)
Location
- Japan
- India
Work Type
- Full-time
Experience Level
- Senior
- 5+ years
Education Level
- Bachelor’s degree in Business Administration, Computer Science, Information Technology, or related field.
About the Company
- Rakuten Group is a global innovation company with a mission to empower society through technology. The Technology Platforms Division (TPD) provides the foundational infrastructure and ecosystem platforms powering Rakuten's diverse businesses. The Telecom Business Application Supervisory Department (TBASD) specifically supports Rakuten Mobile's growth by developing and maintaining a unified Business Support Systems (BSS) platform.