Store Compliance Specialist - Governance, Risk, And Compliance Support Section, Strategic Business Compliance Support Department, Rakuten Total Solutions, Inc.

Operations Inspection Division Role

This marks the first time in Rakuten Group's history that we have adopted a business model involving the establishment of physical stores nationwide to attract customers; while this allows us to engage directly with end users, it also makes it essential to establish and maintain robust risk and compliance management systems. The "Operations Inspection Division" was established in August 2022 as an organization responsible for monitoring and providing guidance on operational improvements to promote compliance at Rakuten Mobile Shops, which serve as the frontline of our group's services. Since then, through initiatives such as problem-solving projects, we have reduced violations by approximately 90% in unannounced inspections conducted by the Ministry of Internal Affairs and Communications, and have been recognized for two consecutive years as the "mobile carrier with the lowest rate of legal violations."

Furthermore, in light of the launch of new sales channels-such as corporate sales and workplace sales-starting in 2023, we will need to address new challenges, including the management of corporate sales agencies, in addition to our retail stores. The role and responsibilities of sales compliance at Rakuten Mobile are growing year by year. We are seeking individuals who respect the sales team, are committed to continuous learning, and can drive operational improvements and compliance. As the importance of compliance grows not only within our company but across various organizations, you will have the opportunity to contribute to improving the quality of Rakuten Mobile Shops (over 800 locations) - which serve as the gateway to the Rakuten ecosystem-through on-site, hands-on work.

Planning and execution of inspections and mystery shopping operations

- Program management from planning through to confirmation of completion of improvements

- Maintenance and improvement of documentation, tools, and other logistics-related materials

- Training for R CREW (shop staff) through on-site visits to stores

Internal incident investigation, database development, and operations

- Fact-finding investigations conducted in collaboration with relevant departments, primarily regarding incidents involving violations of laws and regulations

- Database management of response history and support for implementing measures to prevent recurrence

Management reports on risk assessment and management status, and internal awareness campaigns

- By regularly reviewing management status and providing management reports, we identify common challenges and other issues

- Asakai, raising compliance awareness through education and training programs for R CREW, including compliance training

Other planning and coordination tasks

- Resolving compliance issues, projects involving collaboration with other departments, etc.

Mandatory qualifications

- The ability to take a proactive approach to work, maintain a positive attitude even when faced with change, and drive projects forward

- Communication skills to build trusting relationships with stakeholders through appropriate reporting, consultation, and coordination, and to drive improvements

- Availability to conduct on-site visits and business trips to understand operational conditions in the field (frequency to be determined through consultation)

- Basic document and report writing skills

Desired qualifications

- Experience in the telecommunications industry

- Operational quality control/sales management

- Risk management/compliance

- Site inspections

Additional information on location

Rakuten Crimson House, 1-14-1 Tamagawa, Setagaya-ku, Tokyo

Additional information on secondment

Original domicile is Rakuten Group, Inc. to be secondment to Rakuten Total Solutions, Inc. after being hired.

Languages: English (Overall - 2 - Intermediate), Japanese (Overall - 4 - Fluent)