Manager, MSA Operations and Client Services ASEAN

Key Responsibilities

Regional Operations Management

• Lead and oversee Management Ssystems Assurance (MSA) service operations across ASEAN, ensuring efficiency, and consistent high-quality service delivery across countries and sectors
• Establish and standardize operational processes and ways of working across ASEAN, driving continuous improvement, digitalisation and automation
• Oversee operational performance of new and existing MSA service portfolio, including operational KPIs, service levels, risks and capacity
• Provide regular reporting on key performance indicators and support ASEAN MSA profitability objectives through effective resource and cost management
• Act as the regional operational interface between Sales, Operations, Client Services, technical/certification functions and country teams, ensuring clear ownership and effective end-to-end management of the client certification lifecycle

Client Services & Portfolio Management

• Drive and manage client retention and portfolio continuity through proactive management of MSA clients and service delivery
• Lead operational client escalations and strengthen client engagement to support retention and satisfaction

Audit Planning & Resource Management

• Optimise audit planning, auditor utilisation and resource allocation across ASEAN, sectors and technical competencies for cost management and efficiencies
• Develop resource and capacity plans to support business growth, recruitment and auditor capability development

People Management

• Lead, coach and develop Operations and Client Services teams across ASEAN, establishing clear accountability, KPIs and performance expectations
• Strengthen operational leadership, succession planning and technical capabilities through targeted development and cross-country collaboration
• Build a high-performance culture focused on accountability, client service, operational discipline and continuous improvement

Quality and Compliance

• Ensure operational activities comply with applicable certification, accreditation, quality and company requirements, while safeguarding certification integrity and impartiality
• Support audits, accreditation assessments and corrective actions relating to operational processes

Key Requirement

• Bachelor’s Degree in Business, Engineering or relevant fields
• Proven experience in managing certification/audit operations, preferably across multiple countries or markets
• At least 5 years of experience in a team management role
• Strong understanding of Management Systems certification processes, applicable standards, accreditation requirements and audit practices
• Prior experience in ISO/IEC 17021 would be an added advantage
• Strong leadership, coaching, communication, and stakeholder management skills
• Strong analytical and problem-solving skills, with the ability to use data to drive operational decisions
• Excellent project management and process improvement capabilities
• Strategic and commercial mindset, with the ability to translate business priorities into operational actions
• A leader and a team player who enjoys working in a dynamic, complex and multicultural business environment