Program and Enablement Specialist position at IFS.| Japan

_{2026-04-08T14:51:20.287Z} bot

IFS Program and Enablement Specialist

Experience: General

Pattern: Full-time

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High School (S.S.C.E)

Tokyo....Japan

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Job DescriptionSupport service readiness of new and evolving IFS products/services via the Go‑To‑Operations (GTO) framework and lead global rollouts across the supported customer base. Help drive cross‑functional planning, change governance, enablement, and measurable service quality ensuring Minimum Acceptance Criteria (MAC), risk controls, and customer impact safeguards are met. Translate insights from CSAT/VoC, SLA/KPI audits, and operational telemetry into prioritized improvements that raise reliability and reduce operational overhead. Global RolloutsCoordinate and liaise with stakeholders across the IFS Unified Support Service Operations organization to plan and execute recurring and ad‑hoc maintenance activities for supported customers.Coordinate and support planning for product and service upgrades, migrations, and rollout activities across the customer base.Service Readiness – Go To Operation (GTO)Coordinate and guide support staff to participate in testing and validation activities for new, major, and minor releases issued by the IFS R&D organization.Manage team participation in knowledge transfer (KT) sessions and readiness programs for new products and services.Quality Monitoring & AuditingPerform regular audits of support cases to assess adherence to SLAs, KPIs, and established service quality standards.Evaluate key service quality attributes such as empathy, professionalism, follow‑up, and resolution practices and identify improvement opportunities.Review interactions and documentation, generate quality insights, and report trends that impact customer satisfaction and overall service excellence.Data Analysis & ReportingCollect, analyze, and interpret customer feedback, CSAT scores, smiley cases, and other quality-related data to provide actionable recommendations.Develop dashboards and reporting mechanisms to communicate quality performance metrics to leadership and relevant stakeholders.Collaborate with data teams to enhance analytical methods and ensure accuracy and consistency of quality monitoring datasets.Process ImprovementWork with process owners and support teams to identify workflow optimization opportunities and eliminate operational inefficiencies.Facilitate root‑cause analysis (RCA) on recurring service issues and recommend corrective and preventive actions.Lead continual service improvement (CSI) initiatives, including drills, scenario-based training, and role‑play exercises (e.g., Incident Management Drills) to elevate service maturity.Training & DevelopmentDesign and develop training modules, quality guidelines, and role‑play scenarios that highlight best practices in customer engagement and case resolution.Deliver onboarding and ongoing training sessions to enhance process adherence and service consistency across the support organization.Work collaboratively with Unified Support – Training and Quality Experience team to continuously refine training content based on evolving customer and operational needs.Documentation & Knowledge ManagementMaintain and continuously update process documentation, quality standards, and training materials to ensure clarity and consistency across teams.Develop, manage, and enhance Knowledge Base Articles (KBAs), Runbooks and case handling scenarios specific to managed customer base to support knowledge-sharing and ensure uniformity in service delivery and localization as and when required.

Program and Enablement Specialist job opportunity at IFS.

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