Delving into the exceptional professionals at PayPay Group, the Professional Series seeks to uncover their insights. This time, we engaged with Haruka Kawaguchi, the leader of the Project Management Team in the Merchant Strategy Division’s Service Planning Department, about recent impressive projects and the allure of working at PayPay.
Haruka Kawaguchi
Leader, Project Management Team, Service Planning Department, Merchant Business Strategy Division, Business Operations Group
After studying in the United States, she returned to Japan and accumulated experience in the IT industry, engaging in sales, ERP consultancy, corporate planning, new business launches, and international business development. She joined PayPay in December 2021 and currently leads the Project Management Team.
Aiming to be the “Ultimate All-Rounder” at PayPay
Can you tell us about your career?
I studied in the United States during my student years. Upon returning to Japan, I leveraged my language skills to secure a position in the hotel industry. I started as a contract employee but proactively proposed operational improvements as an operator. This led to my supervisor recognizing my consultant-oriented abilities. This was the turning point that allowed me to transition into an SAP consultant role at a small venture company, despite lacking industry experience.
Subsequently, I moved through several small-scale IT firms, gaining comprehensive experience in areas like marketing, sales, corporate planning, business development, and HR. I even participated in preparations for a public offering as a director of corporate planning.
What led you to join PayPay, and what was the deciding factor?
At my previous role, the company was entering a phase where it sought highly specialized personnel for its upcoming IPO. However, I enjoyed work that involved a variety of areas. While searching for a new opportunity, I came across a job listing for PayPay’s Service Planning Department. It stated that all tasks from planning to release were handled within a single department. This made me feel they were looking for the ultimate all-rounder.
Having been involved in VR projects at a venture firm before, I was intrigued by the emerging field of fintech as well. I decided to embark on a new challenge with PayPay.
What are your current responsibilities and the mission of your department?
As a leader of the Project Management Team, I am responsible for strategic planning and progress management throughout the entire service life cycle, from concept development to growth. As previously mentioned, we do not just stop at the launch phase; we handle everything from risk mitigation strategies, post-release growth strategies, and beyond. Our mission is to drive PayPay’s business through new ventures.
Consistently Focusing on Core Objectives to Successfully Launch Business Accounts
Was there a particular project that stood out to you recently?
Yes, the launch of PayPay Business Account (PayPay account created by corporations) project. By establishing PayPay Business Accounts, we enabled donations through PayPay. Users can make donations using PayPay Money, simply by scanning codes on the street or selecting PayPay as the payment method online.
Unlike goods or services, the appropriateness of donation amounts can be difficult to gauge, posing risks such as money laundering. Hence, thorough measures were essential to minimize these risks. Additionally, the legal framework for payments and remittances (including donations) varies significantly, and few businesses engage in both.
However, major fundraising organizations have expressed persistent interest, citing that “donations have not yet caught the wave of cashless transformation.” To address this, we explored ways to facilitate donations through PayPay, which led to the conception of Business Accounts. The project commenced with the aim of releasing a donation feature using these accounts.
How did the project unfold?
Given that a separate management scheme was required from that of payments and merchants, we first established the business requirements. We coordinated with many departments, such as operations, anti-financial crime, sales, and customer service, holding meetings with respective representatives two to three times a week. After the project’s official start, we simultaneously worked on service development and risk mitigation strategies, establishing an appropriate screening system in line with various laws and guidelines and the management of balances.
The challenging part was reconciling numerous stakeholder opinions. The project involved several hundred members with different positions and perspectives, which led to a plethora of opinions. As the project extended over time, changes in core members and adjustments in direction were frequent and sometimes hindered progress.
However, when a review was necessary, we returned to the core objective, concentrating on “providing value as PayPay by meeting the needs of those facing challenges due to delayed cashless adoption.” Believing that dwelling on the past wouldn’t help us achieve our goals, we decided to temporarily set aside previous issues and focus on finding the best solutions with our current team.
Despite the long-term nature of the project, our initial objective and pursuit of essential purposes enabled us to release an online donation feature using PayPay Money in August 2024. Many organizations showed interest, the initial uptake was smooth, and we plan to release an offline donation feature by December 2024, allowing contributions via PayPay Money in physical settings such as donation boxes.
What is the most rewarding aspect of your work?
Addressing users’ fundamental challenges and launching solutions to the market is immensely satisfying. For example, if donations via PayPay become a reality, it alleviates the operational burdens of fundraising organizations, such as collecting cash from donation boxes and counting coins, allowing them to focus on core activities like raising awareness and expanding the range of support.
Of course, some initiatives succeed while others may fail. However, I feel greatly rewarded knowing I am part of a service that many in society need, and the opportunity to launch new services capable of transforming society is immensely fulfilling.
Unleashing the Strengths of Professionals to Drive Business
What do you emphasize as a team leader?
At PayPay, service launches happen at a breakneck pace, and new challenges arise daily. Thus, it’s crucial to assign members to roles that suit their strengths and ensure they complement one another. Our team comprises talented individuals, including those who can communicate effectively with engineers and others well-versed in marketing. By leveraging their talents and moving projects forward swiftly, I strive to understand each member’s strengths and characteristics, utilizing daily meetings.
What are your future visions and goals?
Beyond facilitating donations, I aim to expand the use of Business Accounts and contribute to the cashless transformation of corporations. There remains ample room for cashless solutions in corporate payments, with a vast market potential. Although various barriers, such as ingrained commercial practices and difficulty in driving organizational change, exist, achieving corporate cashless transformation via PayPay would create a future where corporate financial flows are completed entirely with PayPay.
Personally, I want to continue mastering various fields. My curiosity tends to make me weary of tasks with clear-cut goals. However, possessing a broad range of skills opens up the possibility of tackling intriguing, unpredictable projects. I hope to further expand my coverage by absorbing expertise from talented colleagues.
Do you have a message for the readers?
PayPay offers numerous opportunities to create new concepts like Business Accounts. Our environment is well-suited for those with energy to challenge conventional norms and a pioneering spirit, allowing for proactive engagement without fearing failure.
However, no individual can single-handedly launch a service that transforms society. If you are passionate about evolving services supported by 67 million users (as of December 2024) and collaborating with numerous stakeholders, we welcome you to join us at PayPay.
Explore our list of job openings here!
Business level Japanese is required for all the following positions below.
*Job openings and employee affiliations are current as of the time of the interview.