Operations Manager

Company Description

At QIMA, we're on a mission to help our clients make products consumers can trust.

Working with over 30,000 global brands, retailers, manufacturers and food growers, we are on the ground wherever products are made. We help businesses secure every step of their supply chain with quality inspections, supplier audits, certifications, and lab testing, all powered by our intelligent digital platform.

Our team of 5,000 QIMers (and counting) across 40 offices and laboratories, are united in our shared passion for innovation and integrity, and guided by our QIMA values in the decisions we make every day. We believe in the work we do, and in making a positive difference in the world. Does this sound like something you'd like to be a part of?

Our Consumer Goods Division is dedicated to helping brands, retailers and manufacturers worldwide deliver safe, quality and ethically made products to their consumers. Every day at work, our inspectors, auditors, and lab techs use their expertise to help safeguard the products you use every day in your home: from clothes and footwear to toys and baby products, to electronics, appliances, and furniture.

Job Description

Key Responsibilities include:

• Develop and manage the operations for QIMA CU for all schemes.
• Formulating overall strategy, managing people, and establishing policies to ensure efficiency and precision of Operational team activities and responses, in accordance with the Procedures, Policies and Work Instructions.
• To provide guidance and support the QA team in addressing audit findings identified by Government / accreditation bodies / Internal Audits.
• Direct investigations to resolve client complaints or non-conformities related to Operations, if any, where necessary.
• Represent the Organization in client meetings.
• Provide feedback and suggestions during procedural/scheme or other QA document reviews in Operational/ functional aspects as and when required by QA.
• Establish and Monitor KPIs for the operations team - daily / monthly.
• Collaborate with Sales to Accelerate the Revenue Growth.
• Enhance our Margin Performance via improved processes, policies and practices to achieve targeted results.
• Ensure TQA customer promise is delivered, each time.
• Monitor and supervision of operation staff to issue files & respond to client with zero errors within the set TAT.
• Conduct regular (Weekly/Monthly) monitoring of all schemes orders completed to check the compliance.
• Follow up with the sales for Inactive / Lost clients: Chase to win the business back.
• Identify and initiate training sessions to build capacity & enhance employee competencies.
• Identify the staffing requirements, discuss with top management for support and recruitments.
• Conduct Team meetings, biweekly / monthly.
• Performance management and motivation through appreciation.
• Communicate effectively and regularly with co-workers of all updates and changes.
• Listening to staff and their problems and suggestions if any.
• Maintain a positive and respectful attitude, Leading by example
• Preparing report about Schemes weekly and monthly performance.
• Provide feedback on how the entire operation functions to the management on a regular basis.
• General customer service includes responding to technical inquiries.
• Ensure all operations comply with ISO/IEC 17065, and scheme requirements.
• Monitor workload distribution, resource utilization, and service turnaround times.
• Any other activities as deemed necessary and advised by Top Management.

Qualifications

Minimum Requirements:

In order to succeed in this role, you have:

• 6–8 years of relevant experience in quality assurance, product compliance, or a similar technical field
• Proven experience in team leadership, coordination, or managing cross-functional operational teams.
• Strong understanding of certification processes
• Familiarity with regulatory compliance and technical documentation
• Excellent organizational skills, with the ability to manage records and operational tasks
• Excellent communication and interpersonal skills, with client-facing experience.
• Proficiency in using systems/tools to maintain records and manage workflow
• Demonstrated ability to create, monitor, and act on KPIs for operational performance.