■Purpose of the role
To lead the operational management of Food, Healthcare, and Sustainability sectors in alignment with BSI’s global and APAC strategies. The role ensures the effective delivery of certification, audit, and verification services in compliance with accreditation requirements, while achieving business targets such as revenue, profitability, and client satisfaction. The Operation Manager will secure, develop, and manage auditor resources, implement operational excellence, and contribute to the growth, resilience, and reputation of BSI Japan.

■Responsibilities & Accountabilities
The role is responsible for the following in the product portfolio of Food, Healthcare, and Sustainability
• Lead the formulation and execution of operational strategies in collaboration with Sales, aligned with global, APAC, and Japan business plans and KPIs.
• Achieve planned delivery man-days against budget by optimizing resource allocation, managing CAV and RAV postponements, and monitoring client attrition and cost efficiency.
• Ensure audits and verifications (certification, surveillance, recertification, special audits, verifications) are delivered in full compliance with accreditation standards and BSI requirements.
• Assessor Development and External Resources Management: Recruit, train, coach, and develop internal auditors and external resources (ERs), ensuring timely qualification, continuous professional development, and performance improvement, in collaboration with Sector Managers.
• Oversee workforce planning and management, including overtime reduction, well-being initiatives, and achievement of budget and MOP targets.
• Manage annual budget delivery and cost control, including expenses related to accreditation acquisition and maintenance.
• Ensure timely training, qualification renewal (QR, Re-QR), and continuous improvement of auditor competency.
• Handle client complaints, incidents, and dissatisfaction cases, ensuring effective resolution and corrective actions.
• Monitor resource gaps, secure new auditors/certifiers, and provide training or mentoring to enhance competence and multi-skilling.
• Oversee PDR setting, KPI evaluation, VOC and Driving Force management for auditors and staff.
• New Product Development and Customized Audit Solutions: Manage and coordinate the development and launch of new products and customized audit solutions, including scheme registration, documentation, training, and accreditation approvals, working closely with Sales, Technical, and Compliance functions.
• Drive operational excellence initiatives, including systematic procedures, internal audits, awareness training, and continuous improvement programs, ensuring brand integrity and accreditation compliance.
• Support the adoption of hybrid audit delivery models and other innovative practices to enhance efficiency and client satisfaction.
• Deliver audits personally, when required, to support business needs.

■Key Performance Indicators:
•Achievement of individual and team PDRs and KPIs.
•Delivery of man-days vs budget.
•Sector revenue, profit margin, and client satisfaction targets met.
•Auditor utilization, workforce balance, and cost efficiency achieved.
•Client attrition rate maintained within agreed thresholds.
•Compliance with accreditation requirements and operational excellence standards.