Operation Manager

Key Responsibilities

• Manage the operational process from quotation / contract intake through service planning, resource allocation and delivery preparation.
• Ensure consistency between customer requirements, commercial commitments and actual service delivery capability.
• Support complex or non-standard certification projects by developing appropriate operational plans and delivery approaches.
• Plan and manage auditor capacity, competence, availability and workload based on current and future business demand.
• Work with local, regional and overseas resources to secure appropriate auditor competence and capacity.
• Analyze workload, pipeline and resource demand, identify potential capacity gaps and develop appropriate action plans.
• Act as an operational partner to the Sales team and provide support for proposals, customer discussions, delivery planning and complex opportunities.
• Participate in customer meetings when operational, technical or cross-functional support is required.
• Coordinate internal competence development, qualification, assessment and training for auditors and operational staff.
• Continuously improve operational processes, efficiency, resource utilization, delivery performance and cooperation between Sales and Operations.
• Monitor relevant operational KPIs and proactively manage delivery risks, bottlenecks and resource constraints.

Qualifications

• Bachelor’s degree or above in Engineering, Applied Science, Technology, Information Technology, Computer Science, Electronics, Industrial Engineering, Manufacturing, or other relevant disciplines.
• Approximately 10 years or more of relevant professional experience. Experience may come from a combination of certification or conformity assessment, auditing, engineering or technical services, manufacturing, information services, electronics or hardware industries, or other relevant industrial environments.
• Previous experience working with a certification body, inspection body or conformity assessment organization is preferred.
• Practical experience as a management system auditor is highly desirable.
• Qualified or experienced in auditing one or more management system standards, such as ISO/IEC 27001, ISO/IEC 20000-1, ISO 22301, ISO 9001, ISO 14001, ISO 45001, or other relevant standards.
• Experience in complex, multi-site, integrated or cross-functional certification projects will be an advantage.
• Experience working with different industries and customer environments is preferred.
  

• Good understanding of certification processes, customer requirements and service delivery.
• Strong planning, coordination and problem-solving capabilities.
• Ability to understand auditor competence requirements, workload and capacity constraints.
• Strong cross-functional communication skills and ability to work effectively with Sales, Auditors, Technical Reviewers, Customer Service and management teams.
• Ability to support complex customer situations without necessarily performing final technical review or certification decisions.
• Strong analytical capability in workload planning, pipeline review and future resource demand.
• Continuous improvement mindset with a strong focus on operational effectiveness and customer experience.
  

• Good command of English and Chinese in listening, speaking, reading and writing.

Responsibilities