Onsite Resources Manager

### Job Description The Bilingual Onsite Resources Manager is a strategically important position, with a primary focus on empowering, supporting, and engaging our deployed workforce. This is a unique internal leadership role focused on maintaining employee relationships, driving standards in service delivery, and guiding and supporting career development. A secondary, and equally critical function of the role will be engaging with client-side stakeholders to garner feedback on service quality and coordinate cross-functionally to ensure service standards meet and exceed customer expectations. In performing the role, you will be engaged in: • Monitoring employees’ needs, performance and delivery, and aligning these with client expectations. • Working with HR and Management on issue and conflict resolution. • Balancing Operational Support pipelines with recruiting priorities. • Identifying skill gaps and suggesting training/certification paths. • Spotting and developing up-sell opportunities at client sites and working with internal recruitment and sales teams to execute. • Working with management to conduct employee annual appraisals. • Working with HR and management to manage the timely renewal of contracts for staff and clients. • Working to combine people management with customer success. • Staff communication and engagement. ### Job Requirements **Qualifications:** • Bilingual Japanese and English language skill. Ability to confidently engage staff and clients/customers at a professional level using both languages. • Experience and track-record of success in people management and client services or operations within a staffing, consulting, or professional services business model • An IT Solutions technical background is highly advantageous • Maturity and professionalism in communications with both customers and employees alike. • Ability to effectively manage and support people (teams and individual contributors) who perform differing job roles and who are working in multiple locations. **Preferred Traits:** • Empathetic leadership style with a passion for supporting teams. • Highly organized, with strong problem-solving and follow-up capabilities. • Confident in managing client relationships and representing the company professionally. **Language Skills:** • English: Business Conversation Level (TOEIC 735-860) • Japanese: Business Level (JLPT Level 2 or N2)