Team Manager (Japanese Speaking)


Based: Malaysia(Federal Territory/Kuala Lumpur)

Posted on 5 Jul 2018

Job Description

You are joining Sutherland, a global business transformation company offering an integrated set of back-office and customer service support services.

One of the largest, independent process transformation companies in the world, Sutherland serves marquee clients in major industry verticals. With our head office in Rochester, New York, USA, Sutherland spans 60 location across 19 countries supporting 8 industries, focusing on delivering results that businesses can see, resulting in improved experiences that their customers can feel.

As a Team Manager, you will set the path to success by managing team performance and service quality to guarantee customer satisfaction. You are also expected to:

  • Maintain service levels within the prescribed targets;
  • Oversee customer satisfaction and quality metrics; ensuring metrics are met and maintained at a high standard;
  • Develop, train, and manage team members;
  • Review team member performances and discuss areas of improvement and excellence to them;
  • Establish and maintain communication with clients and vendors; providing information regarding performance and progress;
  • Ensure motivational programs are in place and encourage frequent recognitions; supervise staff training, motivational and incentive programs;
  • Oversee workforce trends and forecasts; work with HR to ensure adequate staffing;
  • Coordinate and conduct interviews for new candidates; and
  • Prepare staff progress and productivity reports.
  • Earned a Bachelor’s Degree in any field (Or Undergraduate with equivalent experience)
  • At least two (2) years of work experience as a Team Manager/Leader
  • Proficient in English and Japanese (Nihonggo) Language
  • Sales and Customer Service background
  • Willingness and ability to work in shifting (graveyard) schedules
  • Willing to work in Bangsar South

Company Details

Established in 1986, Sutherland Global Services is a global provider of process transformation services. We offer an integrated portfolio of analytics-driven IT services, back-office and customer facing solutions that support the entire customer lifecycle. We are one of the largest process transformation companies in the world serving global leaders in major industry verticals. Headquartered in Rochester, N.Y., Sutherland employs over 38,000 professionals and has locations across the United States, Australia, Brazil, Bulgaria, Canada, China, Colombia, Egypt, Estonia, India, Jamaica, Malaysia, Mexico, Morocco, Philippines, Slovakia, Sweden, UAE, and United Kingdom. For more information, visit