Operations Manager

Key Purpose of the Role

The Operation Manager is responsible for leading and optimizing branch operations to ensure customer satisfaction, operational excellence, profitability, and sustainable business growth. The role oversees laboratory operations, logistics, customer service, quality, productivity improvement, and resource management while ensuring compliance with company policies, quality standards, and safety requirements.

Key Accountabilities

Operational Leadership

• Manage and develop all operational functions within the branch, including laboratory operations, logistics and technical support.
• Ensure efficient utilization of manpower, equipment, and resources to maximize productivity and profitability.
• Monitor operational performance through KPIs and implement corrective actions where necessary.
• Drive operational excellence initiatives to improve turnaround time, customer satisfaction, quality, and cost
• efficiency.
• Establish and maintain standardized operating procedures across all operational activities.

Productivity & Continuous Improvement

• Develop and implement initiatives to improve laboratory productivity and operational efficiency.
• Lead automation and digitalization projects to streamline operational processes.
• Identify and eliminate operational bottlenecks through Lean and continuous improvement methodologies.
• Optimize workflow planning and resource allocation to achieve service level targets.

Financial & Cost Management

• Support the Branch Manager in achieving budget, profitability, and EBITDA targets.
• Monitor and control operational expenses, subcontracting costs, logistics costs, and other overhead expenditures.
• Develop action plans to improve operational margins and cost competitiveness.
• Participate in annual budget planning and forecasting activities.

Quality & Compliance Management

• Ensure compliance with ISO/IEC 17025 requirements and applicable regulatory standards.
• Maintain high standards of quality, accuracy, and technical compliance in all operational activities.
• Lead corrective and preventive actions related to quality issues, customer complaints, and audit findings.
• Support internal and external audits and ensure timely closure of audit findings.

Customer Satisfaction

• Ensure delivery commitments and turnaround time targets are consistently achieved.
• Proactively address customer issues and implement corrective actions to improve customer experience.
• Partner with Sales and Customer Service teams to strengthen customer relationships and support business
• growth.
• Monitor customer satisfaction indicators and implement improvement plans.

People Management & Talent Development

• Lead, coach, and develop operational teams to build a high-performance culture.
• Establish clear objectives and performance expectations for all team members.
• Conduct regular performance reviews and create development plans.
• Foster employee engagement, accountability, teamwork, and continuous learning.
• Ensure workforce planning aligns with current and future business needs.

Safety, Health & Environment

• Promote and maintain a strong safety culture throughout the organization.
• Ensure compliance with all company and legal health, safety, and environmental requirements.
• Lead investigations and corrective actions for safety incidents and near misses.

Management Team Contribution

• Actively contribute as a member of the Branch Management Team.
• Collaborate with Sales, Finance, HR, Quality, and other stakeholders to achieve company objectives.
• Support strategic business initiatives and organizational change management activities.
• Provide regular operational reports and recommendations to senior management.

Key Performance Indicators (KPIs)

• Revenue support & operational gross margin
• EBITDA contribution
• Laboratory productivity
• Turnaround Time (TAT)
• On-time delivery rate (OTD)
• Turnaround Time (TAT)
• Customer satisfaction score
• Quality KPIs (CAPA closure, audit findings)
• Subcontracting cost reduction
• Logistics cost optimization
• Employee engagement and retention
• Safety performance indicators

Qualifications & Experience

• Bachelor's degree in Engineering, Science, Business Administration, or related field.
• Minimum 8-10 years of operational management experience in industrial services, manufacturing, or technical service organizations.
• Proven experience managing teams and operational budgets.
• Strong understanding of quality management systems (ISO/IEC 17025 preferred).
• Experience driving productivity improvement and process optimization initiatives.
• Strong financial and business acumen.
• Fluent communication skills in Korean and English.

Key Competencies

• Leadership & People Development
• Operational Excellence
• Strategic Thinking
• Customer Focus
• Financial Acumen
• Results Orientation
• Problem Solving & Decision Making
• Change Management
• Cross-functional Collaboration
• Communication & Influence