Team Leader (Bilingual Japanese & English)

Responsibilities

• Team Leadership: Direct, coach, and motivate employees to optimize performance and meet campaign objectives.
• Learning Experience Design: Analyze, build, and modify moderate-complexity learning curriculum for the region based on instructional design frameworks and Adult Learning Principles.
• Training Facilitation: Lead end-to-end classroom onboarding and continuous professional development tracks for native Japanese-speaking frontline representatives.
• Escalation & Subject Matter Expertise: Function as the primary regional point of contact to resolve complex process issues and manage client stakeholder relationships.
• Recruitment & Governance: Partner with talent acquisition teams on upcoming candidate intakes and ensure strict team adherence to operational policies and compliance guidelines.
• Required Qualifications & Experience
• Language Proficiency (Mandatory)
• Japanese: Native-level fluency (Essential for handling real-time customer processes, continuous language auditing, and local client relationship management).
• English: Business-level proficiency (Essential for internal executive reporting, cross-functional projects, and regional management collaboration).
• Minimum Career Experience
• Minimum 1 year of direct People Management / Supervisory experience leading teams (KPI tracking, mentoring, coaching).
• Minimum 1 year of corporate Training & Development experience (classroom facilitation, onboarding delivery, or instructional content layout).
• Prior experience in high-velocity customer service, retail, hospitality, or corporate contact center environments.
• Technical & Specialized Competencies
• Strong end-to-end project management skills and process improvement tracking.
• High proficiency in utilizing Google Suite (Docs, Sheets, Slides) for curriculum planning and data presentation.
• Education Requirements
• Diploma, Advanced Diploma, or Bachelor's Degree in any field (Human Resources, Business Administration, Hospitality, or Languages preferred).
• Equivalent practical corporate experience will be strongly considered in place of formal certifications.
• Benefits & Relocation Package
• Leave Structure: 12 days Annual Leave, 14 days Sick Leave, and 3 days Compassionate Leave.
• Holiday Provision: Statutory Replacement Leave allocations for working on Malaysian Public Holidays.
• Medical Care: Comprehensive Medical, Dental, and Life Insurance coverage provided.
• Workspace Perks: Complimentary daily lunch, snacks, and refreshments provided on-site.
• Full Relocation Program (Coordinated completely in Japanese):
• Complete management and sponsorship of the regional Work Permit process.
• Complimentary one-way flight booking directly to Kuala Lumpur, Malaysia.
• 2 weeks of complimentary temporary hotel accommodation upon arrival.
• Private airport pickup and transport service straight to the hotel.

Additional Information

Job Summary A global customer experience and business solutions firm is seeking a highly skilled, bilingual Trainer Team Leader to lead performance and instructional design strategies for a premier, Japanese customer-facing food delivery tech portfolio. In this role, you will be stationed directly at our premium client corporate office in KL Sentral. You will have a dual impact: managing and mentoring a high-performing operations team while designing, localizing, and executing training frameworks rooted in Adult Learning Principles.

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