Nanase Iwamoto

Responsibilities

• Recruitment strategy development and plan implementation
• Selection of media, population formation
• HR interview handling
• Recruitment of Japanese and local staff
• Agent control
• Propose and introduce business automation tools
• Interpretation and translation
• VISA application and entry procedures
• Other talent management

Achievements

• Responsible for everything from recruitment strategy to on-boarding at Malaysia branch office.
• Achieved 100%+ recruitment KPI (average of 30 hires per month in cooperation with Japanese team).
• Developed negotiation skills with senior management who lacked understanding of Japanese culture.

Responsibilities

As an agent

• Provide customer support by phone, email and chat
• Responding to customer questions and requests Various arrangement procedures

As a team lead

• Manage team members attendance KPI monitoring and analysis of team members (tools: Tableau, Excel, SharePoint)
• Coaching, evaluation design
• People management (own team: approx. 15 people, entire department: approx. 40 people)
• Attend management meetings
• Other talent management (creation and implementation of tailored coaching curricula and mental health care for each client request)
• Recruitment (interviews, evaluations)

Achievements

• Achievement rate of individual KPIs: 1st place (total number of handlings, 1st place in customer satisfaction)
• Successfully raised individual KPIs by creating coaching programme tailored to each subordinate.
• Responded to average of 10-20 final interviews and acceptance/rejection decisions per month (always aware of innovations within interviews to increase offer acceptance rate).

Responsibilities

Customer success/operations management

• Consulting and Customer success for over 100 clients
• Branch office income and expenditure management
• Launching new businesses in collaboration with major companies
• Other operational strategies and consulting
• Escalation handling
• Department management

Human resources

• Recruitment and training
• Employee attendance management
• Evaluation system development
• Handling of personnel evaluations
• Other talent management

Achievements

• Succeeded in improving utilization rate of projects from around 50-60% to 80% range by focusing on training subordinates to ensure prompt response to clients and high quality.
• Succeeded in reducing human errors by thoroughly improving work efficiency. Succeeded in reducing number of client complaints as result.
• Strived to grasp whole picture by drafting contracts, preparing income and expenditure tables and managing costs at branch offices, and provided consultancy through regular MTGs and other means tailored to clients needs, resulting in high satisfaction ratings
• Conducting individual interviews on regular basis, ensuring that members of team are always aware of how are doing on daily basis and respond immediately if their voice is raised. Also, made presentations on improving treatment of all members and obtained approval from senior management, resulting in keeping turnover rate close to 0%.