Operation Manager

We exist to create positive change for people and the planet. Join us and make a difference too!

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.

Key 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.

Language requirements:

Native-level Japanese and business-level English (reading, writing, speaking).

Knowledge and Experience

(e.g. Type, level)

• Strong understanding of global/APAC strategies and ability to execute within the Japan market.
• Extensive experience in certification/audit operations and accreditation management.
• Proven track record in managing business processes, KPIs, and financial performance.
• International business experience preferred.

Skills and Abilities

(e.g. Teamwork, IT, Communication, Relationships)

• Strong leadership, influencing, and stakeholder management skills.
• Workforce planning, resource optimization, and labor management expertise.
• Excellent client-handling and communication skills with a client-centric approach.
• High IT literacy (experience with operational management systems such as BSI PG/Galaxy or similar tools).
• Ability to manage complex situations and provide clear guidance to teams and clients.
• High IT literacy (business systems such as PG/Galaxy).
• Ability to manage complex situations and provide clear instructions to teams and clients.

Qualifications

(e.g. Technical)

• Bachelor’s degree or above, preferably in Business, Engineering, Food Science, Healthcare, Sustainability, or related disciplines.
• Technical knowledge in at least one of the Food, Healthcare, or Sustainability sectors is required; expertise in multiple sectors is highly desirable.

Personal Qualities /Aptitudes

(e.g. Initiative, flexibility, commitment, reliability)

• Initiative, flexibility, reliability, and commitment.
• Dedicated team player with passion for talent development and well-being.
• Resilient, proactive, and able to perform under pressure.
• Inclusive leadership style with the ability to foster collaboration and continuous improvement.

About Us

BSI is a business improvement and standards company and for over a century BSI has been recognized for having a positive impact on organizations and society, building trust and enhancing lives.
 
Today BSI partners with more than 77,500 clients in 195 countries and engages with a 15,000 strong global community of experts, industry and consumer groups, organizations and governments.
Utilizing its extensive expertise in key industry sectors - including automotive, aerospace, built environment, food and retail, and healthcare - BSI delivers on its purpose by helping its clients fulfil theirs.
Living by our core values of Client-Centricity, Agility, and Collaboration, BSI provides organizations with the confidence to grow by partnering with them to tackle society’s critical issues – from climate change to building trust in digital transformation and everything in between - to accelerate progress towards a better society and a sustainable world.

BSI is an Equal Opportunity Employer dedicated to fostering a diverse and inclusive workplace.