Customer Service Manager

About the role

We are currently looking for a Customer Service Manager (known internally as a Payments Processing Appointments Lead) to lead and manage our team whilst acting as a subject matter expert for our appointment processes. This role includes overseeing the team workload, monitoring KPIs and ensuring the delivery of high quality services to our patients and local healthcare providers. The Lead will serve as a key point of contact for escalations, process documentation, and coordination between internal teams and stakeholders. 

This role will be based from our Akasaka office in Tokyo, working on-site from Monday to Friday. 

Key responsibilities

• Lead, mentor, and supervise their team, promoting a culture of collaboration, accountability, and continuous improvement.
• Manage team productivity, workload distribution, and administrative matters to ensure optimal team performance.
• Act as the subject matter expert for appointment processes, providing guidance and training to the team to ensure adherence to standards and best practices.
• Document, maintain, and update internal processes and SOPs to enhance team efficiency and control.
• Serve as the primary point of contact for escalations related to appointment issues or provider concerns.
• Collaborate with the Japanese Client Relationship Lead, Network team, Medical Records Collection team, Translation team, and other internal teams to resolve escalations efficiently and accurately.
• Monitor team performance against key KPIs, ensuring compliance with contractual obligations and International SOS standards.
• Anticipate potential KPI or compliance issues and escalate them to Regional Leadership with recommended actions.
• Allocate tasks effectively within the team based on workloads, priorities, and individual capabilities.
• Track team productivity, identify areas for improvement, and develop strategies to optimize team output.
• Conduct regular audits of cases and calls to ensure compliance with established processes and identify areas for improvement.
• Provide constructive feedback to team members based on audit findings and support their continuous development
• Manage interactions with Military Treatment Facility Referral Management Offices, including scheduling and conducting regular meetings to review referral trends, resolve issues, and align service delivery priorities.
• Ensure seamless communication and alignment on service delivery, priorities, and operational changes.
• Monitor and manage team overtime, ensuring efficiency and work-life balance within the team.
• Monitor and manage leave requests to ensure enough team capacity to manage workload. 
• Oversee and manage the team’s email mailbox, ensuring timely and accurate responses to all inquiries and requests.

About you

• Strong leadership experience, with a demonstrated ability to manage team performance and drive service excellence.
• In-depth knowledge of scheduling processes, preferably within the Japan healthcare system.
• Proven experience in process documentation and compliance monitoring.
• Experience in handling escalations and managing compliance and KPI-based monitoring.
• University Graduate desirable
• Strong “business level” English language skills, both verbal and written
• High proficiency in Japanese due to the regional focus of the team. 

Benefits

• Competitive salary
• Warm, supportive, and open company culture
• An opportunity to thrive in a global environment
• We celebrate diversity on a global scale and encourage every colleague to bring their personal best by creating an environment of inclusion and equal support