Total 2 course director job vacancies in Customer Service category in Tokyo Head Office

Position Summary

This position is responsible for technology leadership and operational support for the Japan debit processing technology assets.  You will be expected to work closely with the Visa product team and third-party technology managed service vendors to support all phases of the development and deployment life cycle.  In addition, you will work closely with the Visa Issuing Solutions Product Development technology team to assist in all aspects of service management and continuous service improvement. You must be willing to go beyond the routine and be prepared to do a little bit of everything.

Responsibilities

• The role will report to the US IT manager responsible for Japan Debit Issuer Processing services and will be expected to work closely with the Tokyo office IT and business teams. This role will be dotted line reporting into the Japan Product team.
• Lead technology vendor relationships for third-party technology services for Japan Debit Issuer Processing, working closely with external technology partners in all phases of the product life cycle.
• First point of contact for service management of all technology incident and problem escalations with third party technology vendors and internal Visa staff - this will require off hours work whenever needed, and the candidate is expected to be available to lead all related activities. Also, to prevent the occurrence of the same incident again, candidate will need to ensure implementation of required remediations.
• Must perform proactive activities designed to promote continuous service improvement and trouble free service operation, not only the assets at technology vendors, but also Visa assets.
• Accountable for driving contract renewals for long term technology contracts with third party vendors, coordinating with the business, and other critical functions like finance, sourcing and legal teams.
• Technical leadership and guidance to ensure best practices in all phases of the development, deployment and ongoing service management for the Japan processing assets.
• Candidate will also be expected to be a local office technology expert, and be able to provide technical consulting and advice.
• Develop a strong working relationship with Visa's internal teams to establish priorities, manage software delivery schedules and maintain ongoing service management.
• Manage technology delivery projects with third-party technology providers, reviewing and approving project deliverables.
• Candidate must review and approve technology reports from third-party technology providers and deliver critical analysis of key performance indicators.
• Comfortable working with both technical and business staff, and flexible in working on a wide variety of tasks spanning the application development life cycle, deployment and service management.
• The candidate must be a good team player and self-motivated in completing any given task with a positive attitude.
• Others:
  • Some administrative work is expected, including coordinating internal meetings as well as with vendors, receiving and directing visitors.
  • Provide backup responsibilities for local technology staff, including managing relationships with non-technology support vendors (including translators, interpreters).
  • Candidate is also expected to have a market / client focused working style, based on an understanding of the local market / client situation.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Responsibilities:

·       Responsible to define and drive end-to-end go-to-market for MARLO, including channels, customers, budget, people structures & staffing, resource allocation, sales forecasting, target setting and brand strategy for Japan.

·       Ensure brand growth and P&L targets are met. Lead the team to envision and execute the mid-term growth plan for Japan.

·       Direct the talent plan for Digital. Lead development of PXM role including talent mapping, skill development, and coaching with the Practice Solutions Group manager. Develop and execute hiring strategy for digital sales in key accounts including novel sales partnerships and/or direct recruitment. Develop new roles in commercial team as demanded by market, customer and digital products.

·       Manage competition and risks in the marketplace, with constant evaluation and in-depth understanding of market, competition, ECP and Key Account priorities, key business economics and the value proposition of MARLO

·       Develop pilots and commercial programs to drive adoption and utilization of MARLO. Be a relentless advocate for growth and customer needs with Global Digital Lighthouse, and cross-functional teams like IT, Legal, Finance and Customer Operations.

·       Proactively make recommendations to modify annual and mid-term growth plan to address gaps and ensure business and brand objectives are met

Required Experience and Education

·       Minimum: Cumulative, consumer packaged goods (CPG) or medical experience of 10 years in sales, marketing and product launch with demonstrated leadership

·       Preferred: 5+ years of experience acquiring customers and patients (B2B2C) in digital health care space   

·       Minimum: Bachelor’s degree or equivalent years of commensurate experience with diploma; Preferred: Master’s degree in business administration (MBA)

·       Ideally experience with agile ceremonies to deliver business objectives

·       Must be able to demonstrate a high-level comfort and confidence with technology

·       Extensive knowledge of healthcare environment

·       Experience leading a business transformation

·       Demonstrated ability in forecasting market trends and allocating resources to maximize opportunities

·       Demonstrated ability in developing a strategic vision and direction in support of company goals

·       Demonstrated leadership, motivating, influencing, developing and directing a team

·       Effective Communication and presentation skills at the Executive and Boardroom level

·       Performance and results driven

·       Excellent collaboration skills – ability to partner across suppliers, internal functions and international / global teams within Alcon 

·       High integrity and quality orientation

·       Language skill: Fluent in English (written and oral). Prefer fluent in Japanese (native speaker).