(ID: 20188)Customer Financial Services Team Lead (Japanese Speaking) / カスタマーファイナンスサービス チームリード

- Transportation/Shipping & Logistics

Lead AR operations and team performance while managing Japanese
Job Purpose
The Customer Financial Services Team Lead is responsible for leading a team of Customer Financial Services Representatives, ensuring high quality delivery of end to end Accounts Receivable (AR) This role drives operational excellence, stakeholder satisfaction, and continuous improvement while acting as a hands on leader with strong accountability, influencing, and people development
Key Responsibilities
Operational & Delivery Excellence
- Lead and oversee daily Customer Financial Services operations, including Credit & Collections, Disputes, Cash Application, Billing, and related AR processes
- Ensure timely, accurate, and compliant execution of all AR activities in line with company policies, SLAs, and internal controls
- Monitor operational KPIs such as aging, overdue, dispute resolution time, cash application accuracy, and productivity
- Proactively identify operational risks, issues, and inefficiencies and drive corrective actions
- Act as an escalation point for complex customer issues, high risk accounts, and sensitive negotiations
Leadership & Accountability
- Demonstrate strong end to end accountability for team performance, service quality, and customer outcomes
- Provide day to day guidance, coaching, and feedback to team members to drive performance and capability growth
- Foster a high ownership, results driven culture within the team
- Support onboarding, training, and ongoing skills development for team members
- Ensure workload is balanced effectively and resources are utilized optimally
Negotiation & Stakeholder Management
- Lead and support credit, collection, and dispute negotiations with customers, including complex or sensitive cases
- Build and maintain strong working relationships with Sales, Customer Service, Finance, and other internal stakeholders
- Influence stakeholders to align on payment solutions, risk mitigation, and process improvements
- Communicate clearly and professionally with external customers at different levels
- Represent the team confidently in cross functional discussions and project initiatives
Continuous Improvement & Change Leadership
- Drive and participate in process improvement, standardization, and automation initiatives
- Leverage data and operational insights to identify improvement opportunities
- Demonstrate a growth mindset, encouraging innovation, learning, and continuous upskilling within the team
- Support and adapt to organizational, system, or process changes with agility and resilience
- Lead or contribute to cross functional or regional projects related to finance operations or service improvement
【業務内容】
・日々のクレジット・回収、請求対応、入金処理、請求業務などの業務全般を統括・管理
・会社方針や契約に基づき、売掛金業務を正確かつタイムリーに遂行
・KPIのモニタリング
・業務上のリスクや課題、非効率を特定し、改善策を推進
・複雑な顧客対応やリスクの高いアカウント、重要な交渉におけるエスカレーション窓口として対応
・チームのパフォーマンス、サービス品質、顧客成果に対するエンドツーエンドの責任を担う
・日々の指導、コーチング、フィードバックを通じてチームメンバーの成長を促進
・オンボーディング、研修、継続的なスキル開発を支援
・クレジット、回収、クレーム対応に関する顧客との交渉を主導・サポート
・営業、カスタマーサービス、財務など社内関係者と強固な関係を構築・維持
・支払い条件やリスク軽減、業務改善に関して関係者を調整・説得
・部門横断の会議やプロジェクトにおいてチームを代表して対応
・業務改善、標準化、自動化の推進・参画
・データや業務分析を活用し改善機会を特定
・チーム内でのイノベーションや学習、スキル向上を促進する成長志向の醸成
・組織変更やシステム・プロセス変更に対応
・財務オペレーションやサービス改善に関する部門横断・リージョナルプロジェクトをリードまたは参画

Key Skills & Competencies
- Strong accountability and ownership mindset
- Proven operational experience in Customer Financial Services, AR, or shared services environments
- Excellent negotiation and influencing skills, with the ability to manage difficult conversations professionally
- Strong stakeholder management and cross functional collaboration capability
- Effective people leadership, coaching, and communication skills
- Growth mindset with a focus on continuous improvement and learning
- High level of adaptability and resilience in a fast changing, regional environment
- Strong analytical, problem solving, and decision making abilities
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Qualifications & Experience
- Bachelor’s degree in Finance, Accounting, Business, or a related discipline
- 5+ years of experience in Customer Finance / Accounts Receivable / Credit & Collections, with prior team lead or senior specialist experience preferred
- Experience working in a regional or shared services environment is an advantage
- Japanese speaking skills is required to facilitate communication with Japanese-speaking colleagues and
【応募要件】
・カスタマーファイナンス／売掛金管理／クレジット＆コレクション分野で5年以上の経験
・日本語話者の同僚や顧客とのコミュニケーションのための日本語対応力
・高い責任感とオーナーシップ
・優れたステークホルダーマネジメントおよび部門横断での協働力
・人材マネジメント、コーチング、コミュニケーション能力
・変化の激しいリージョナル環境における柔軟性とレジリエンス
・高い分析力、問題解決力、意思決定力