Giorgio Riccio
Operations Manager
Tokyo
Summary
Encouraging Operations Manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Collaborative leader who partners with coworkers to promote an engaged, empowering work culture. Documented strengths in building and maintaining relationships with a diverse range of stakeholders in dynamic, fast-paced settings.
Overview
2025
2025
years of professional experience
5
5
years of post-secondary education
3
3
Languages
Work History
Tour Operations Manager/ Tour Leader Manager
Walk Japan Ltd
7 2015 - Current
- Direct report to the CEO and Managing Director, I am responsible for Walk Japan's People and Tour operations.
- Built an Operation Team to ensure ad hoc support for the ever-growing and changing needs of Walk Japan due to continued expansion.
- Boosted Walk Japan's workforce productivity by 275% over 4 years by restructuring the recruitment/training processes to align with the company's exponential growth
- Implemented a Tour Leader recruitment strategy to support the company's provision of informative and entertaining walking tours that set the benchmarks for quality and customer satisfaction
- Championed the use of internal and external feedback surveys to gather insights on customer preferences, leading to continuous improvements in tour offerings.
- Organizing company seminars and other events
- Demonstrate excellent client relations management, staff liaisons, and conflict resolution abilities to ensure customers receive the best led, most fulfilling and enjoyable walking tours available in Japan
- Support Tour Leaders' personal development, language studies and career expansion opportunities
- Collaborated with other department heads on cross-functional initiatives improving overall business performance and customer satisfaction.
- Implemented comprehensive training programs for staff development, elevating the quality of services provided to customers.
- Ensured safety and security measures were adhered to during all tours, maintaining a stellar safety record throughout my tenure as Tour Operations Manager.
- Facilitated open communication channels among team members and upper management for seamless information sharing and problem resolution.
- Negotiated favourable contracts with vendors for better pricing, enhancing overall operational cost savings.
- Collaborated with other department heads on cross-functional initiatives aimed at improving overall business performance and customer satisfaction levels.
- Enhanced customer satisfaction by consistently delivering high-quality experiences and addressing client concerns promptly.
- Led a team of tour guides to provide exceptional service, fostering a positive work environment that promoted professional growth.
Recruitment Consultant - HR Division
Hays Specialist Recruitment
03.2014 - 07.2015
- Independently researched client industries to strengthen technical knowledge
- Utilized the latest recruitment tools and methodologies to coordinate the sourcing and recruitment of executive staff for F500 companies in Japan
- Pro-actively expanded candidate talent pools using best-practice recruitment methods that were timely, cost-effective and consistently attracted the finest talent
- Screened and presented qualified candidates
- Counselled clients on industry-endorsed HR practices, recruitment strategy and technical requirements that best align with client company's business development goals
- Candidate coaching on basic behavioral and motivational interviewing, and resignation procedures
- Acknowledged by JAC International (2012) with a highest recruitment sales award
Recruitment Consultant - IT Division
JAC International
10.2011 - 10.2013
- Independently researched client industries to strengthen technical knowledge
- Utilized the latest recruitment tools and methodologies to coordinate the sourcing and recruitment of executive staff for F500 companies in Japan
- Pro-actively expanded candidate talent pools using best-practice recruitment methods that were timely, cost-effective and consistently attracted the finest talent
- Screened and presented qualified candidates
- Counselled clients on industry-endorsed HR practices, recruitment strategy and technical requirements that best align with client company's business development goals
- Candidate coaching on basic behavioral and motivational interviewing, and resignation procedures
- Acknowledged by JAC International (2012) with a highest recruitment sales award
Assistant Manager - Recruiting Department
INTERAC Co. Ltd
12.2007 - 03.2011
- Excelled in a dynamic recruitment environment - generated high volumes of repeat business for a major provider of English instructors to state schools in Japan
- Assistant Manager - supervised up to 20 staff in the recruitment of more than 700 international and domestic teachers per year
- Earned 'Best Employee Award' for exemplary performance
- Oversaw visa applications/renewals, housing, company induction and training for teaching and office staff
- Prepared and delivered recruitment and training presentations in Japan, UK and US
- Sourced and negotiated favorable, cost-saving contract terms with overseas recruitment services
Recruitment Officer
INTERAC Co. Ltd
01.2006 - 12.2007
- Designed and implemented a sustainable database system to efficiently manage Company's rapidly increasing recruitment needs (from 70 hires in 2006 to 700 hires in 2010)
- Contracted and collaborated with IT specialists in the rebuild of interacnetwork.com homepage to increase engagement, optimize visitor/user experience (UX) and attract new applicants
Distribution Systems Analyst - IT Helpdesk
EUKLTD
09.2003 - 05.2006
Language Consultant
INTERAC Co. Ltd
08.2005 - 12.2005
- Taught certified English at elementary and junior high schools throughout Japan
- Examined and assessed English competency of prospective and current airline crews
- Created lesson plans and taught English to business professionals
Senior Revenue Analyst - Cash Office
EUKLTD
09.1998 - 09.2003
Customer Service Representative
EUKLTD
09.1995 - 09.1998
Education
Bachelor of Arts - Japanese
School of Oriental and African Studies (SOAS), University of London
01.2000 - 01.2004
Japanese - Study Year Abroad
Waseda University
01.2001 - 01.2002
Skills
Recruitment Strategy
Human Resources
Communication Skills
Team Building and Leadership
Problem-solving aptitude
Adaptability
Effective leader
Business Improvement Strategy
Induction and Training
Employee Relations
Consultation Skills
Performance Management
Interviewing Skills
Presentation Skills
Reporting and Documentation
Negotiation Skills
Problem-Solving Skills
Tour Leading
Operational Efficiency
Time management abilities
Certifications Professional Development Interests
- Awarded 200/200 grade for Test of English for International Communication (TOEIC) - Tokyo, 2010
- Tutor for the Tour Guide Teacher course at Temple University, Japan (2019 ~ current)
- Leading Italian & Japanese cooking classes (in Italian, English and Japanese)
Timeline
Recruitment Consultant - HR Division
Hays Specialist Recruitment
03.2014 - 07.2015
Recruitment Consultant - IT Division
JAC International
10.2011 - 10.2013
Assistant Manager - Recruiting Department
INTERAC Co. Ltd
12.2007 - 03.2011
Recruitment Officer
INTERAC Co. Ltd
01.2006 - 12.2007
Language Consultant
INTERAC Co. Ltd
08.2005 - 12.2005
Distribution Systems Analyst - IT Helpdesk
EUKLTD
09.2003 - 05.2006
Japanese - Study Year Abroad
Waseda University
01.2001 - 01.2002
Bachelor of Arts - Japanese
School of Oriental and African Studies (SOAS), University of London
01.2000 - 01.2004
Senior Revenue Analyst - Cash Office
EUKLTD
09.1998 - 09.2003
Customer Service Representative
EUKLTD
09.1995 - 09.1998
Tour Operations Manager/ Tour Leader Manager
Walk Japan Ltd
7 2015 - Current