Risk Management and Business Process Improvement Specialist - Customer Management Department, Operations Supervisory Department (C&M)

Job Description

Business Overview

The Rakuten Group operates more than 70 services, ranging from Internet services such as e-commerce, travel, and digital content, to fintech services such as credit cards, banking, securities, and mobile payments, as well as mobile carrier services.

By organically linking these services together as the “Rakuten Ecosystem,” the company delivers a unique customer experience unlike any other.

Department Overview

We are a team dedicated to addressing fraudulent and inappropriate use.

Our mission goes beyond mere monitoring and responding to investigations; we also take on new tasks delegated by business units and systematize and institutionalize them as “business workflows.”

We play a pivotal role in supporting the core of our service by balancing user “peace of mind” with our partners’ “revenue growth.”

Position:

Why We Hire

As the Rakuten ecosystem expands, the methods used for fraudulent and inappropriate activities are becoming increasingly sophisticated.

Our mission is to maintain a sound platform where everyone can engage in economic activities with peace of mind by analyzing and mitigating risks across major services such as Rakuten Ichiba and Rakuten Travel.

We are currently in a critical phase of advancing “advanced detection” and “fundamental operational improvements” by leveraging vast amounts of data and AI.

We are seeking colleagues who can go beyond mere monitoring and help lead Rakuten’s “trust” through strategic rule design.

Attractive points

• Dynamism in a Time of Transformation: As the importance of risk management surges, you’ll play an active role in building the foundation of the organization—from refining detection models to reforming operations.
• High Level of Autonomy and Influence: You’ll take the initiative in cross-service projects and feel the tangible impact of your analyses and proposals as they directly shape service operations and drive operational improvements across the entire Rakuten ecosystem.
• A Unique Career Path: In addition to advanced data analysis and risk management skills, you’ll develop large-scale project management capabilities. Future career paths include becoming a risk management specialist or moving into business management roles.
• Assets Unique to Rakuten: Our greatest strength lies in our ability to leverage the vast data and assets of the Rakuten ecosystem, such as Rakuten Ichiba and Rakuten Travel. You’ll be involved in high-impact risk strategies that safeguard our extensive platform—one that no other company possesses.

Position Details

You will be responsible for detecting, analyzing, and addressing fraudulent and inappropriate use across major services such as “Rakuten Ichiba” and “Rakuten Travel.”

Specific Job Responsibilities

• Monitoring and analyzing fraudulent and inappropriate use: Identify trends through daily analysis of incidents.
• Improving the accuracy of detection models: Leading efforts to improve the operation of detection systems by leveraging AI and machine learning.
• Formulating rules and policies: Developing company-wide rules based on trend analysis of fraudulent tactics.
• Collaboration with stakeholders: Proposing system improvements to product and development teams, and coordinating risk mitigation measures with the operational departments of each service.

Specific Project Examples

• Mitigating Cancellation Risk: Analyzing transaction data from Rakuten Ichiba and Rakuten Travel to score risks. Building mechanisms—such as alerts and usage restrictions—to prevent damage to our partners before it occurs.
• AI-Based Monitoring: Establishing a system that uses AI to automatically evaluate user reviews and uploaded images, efficiently maintaining the integrity of a vast volume of user-generated content.

Work Environment

• Organizational Structure: Business Support Group (5 members total: 1 manager, 1 assistant manager, and 3 team members)
• Team Composition: The team consists primarily of young professionals in their 30s. About 10% are recent graduates, and 90% are mid-career hires.
• Backgrounds of Mid-Career Hires: Our team includes members with diverse backgrounds, such as those with experience in face-to-face transactions in the financial industry and those with experience in sales support and consulting for the restaurant industry.

Mandatory Qualifications

• Problem-solving work experience: Experience in sales, customer service, sales support, or similar roles, where you identified challenges faced by clients or internal departments, proposed solutions, and implemented them.
• Coordination and drive: Experience in smoothly advancing projects by engaging multiple relevant departments and building consensus.
• Basic data literacy: Experience in data aggregation and analysis using Excel (VLOOKUP, pivot tables, etc.).

Desired Qualifications

• Work experience in risk management, quality control, and compliance
• Work experience in the web services or e-commerce industry
• Practical experience in data extraction and analysis using SQL
• Experience in building and improving business processes

Other Information:

Additional information on Location

Rakuten Crimson House

1-14-1 Tamagawa, Setagaya-ku, Tokyo

Additional information on English Qualification

TOEIC Score exceeding 800 (or similar level of English ability) or a University Degree earned in an English-speaking country.

Proof of qualifications will be required by the time of the job offer.

If no evidence is available to prove the qualifications denoted above, taking an IP test, organized by Rakuten, during selection process is required.

Rakuten Group, Inc. Homepage Link

• Benefits: corp.rakuten.co.jp/careers/benefit
• Recruitment Information: corp.rakuten.co.jp/careers/information * Employment type is detailed
• Rakuten Culture: corp.rakuten.co.jp/careers/culture

#business #OperationalImprovement #customersupport #commerce