Head of Operations – System Certification

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Purpose of the Role

The Head of Operations for Japan is responsible for leading the System Certification in Japan. This role holds full accountability for audit and certification delivery in compliance with accreditation requirements, driving operational excellence, business growth, service quality, and governance.

The role translates strategic priorities set by Global, APAC, and Managing Director Assurance leadership into effective operational execution, ensuring delivery against revenue, contribution, quality, and compliance objectives. The position partners closely with Sales, Marketing, Training, and Global and APAC stakeholders to ensure a unified, market‑responsive strategy for Japan.

Key Responsibilities and Accountabilities

Strategic Leadership and Business Growth

• Execute and promote the Managing Director’s strategy and initiatives within the System Certification.
• Partner with Sales and Marketing to achieve revenue, contribution, and growth objectives for the Assurance business in Japan.
• Develop and implement mid to long term strategies to strengthen BSI Japan’s knowledge, culture, innovation, and market competitiveness.
• Anticipate client needs, regulatory and accreditation changes, and market trends, positioning BSI as the partner of choice in Japan.

Operational Excellence and Delivery

• Oversee all audit and assessment activities including certification, surveillance, recertification, special audits, and issuance of certificates in line with accreditation requirements.
• Ensure consistent, scalable, and high‑quality service delivery across all System Certification and ISA operations.
• Drive process standardization, simplification, and operational efficiency to support sustainable growth and margin improvement.
• Lead resource planning, auditor utilization, and scheduling to maximize productivity and client outcomes.
• Own KPI monitoring and operational performance management, including corrective actions 
• Manage the end-to-end auditor lifecycle including hiring, development, utilization, and performance 
• Oversee associate auditor strategy, including contracting and cost optimization

Governance, Independence, and Compliance

• Ensure all activities comply with accreditation, statutory, regulatory, and BSI internal requirements.
• Maintain and enforce independence and impartiality in certification and registration decisions.
• Hold accountability for quality management, environmental management, occupational health and safety management, information security management, and internal controls within the division.
• Partner with Risk, Compliance, and Global and APAC functions to ensure robust governance and transparent reporting.

Client Experience and Service Excellence

• Lead initiatives to strengthen customer satisfaction and loyalty through consistent, responsive, and high‑quality service delivery.
• Oversee Voice of Customer and customer satisfaction programs, ensuring feedback is acted upon and embedded into continuous improvement.
• Promote a client‑first culture across Operations and Assurance teams.

Leadership and People Development

• Provide strong leadership to Operations and certification teams, fostering accountability, inclusion, and high performance.
• Hold overall responsibility for auditor recruitment, including decisions on the hiring of full‑time auditors and contracting associate auditors.
• Oversee training and competency development plans for auditors and operational staff.
• Build future leadership capability and sustainable talent pipelines within Operations and Assurance.
• Define and execute workforce strategy, including optimal FTE and contractor mix

Financial Management and Performance

• Deliver revenue, contribution, and profitability targets for the System Certification and ISA business in Japan.
• Manage budgets with discipline, balancing growth investments with cost control.
• Monitor, analyze, and report on Operations KPIs, ensuring corrective actions are taken where required.
• Conduct sector-level business reviews and ensure alignment with commercial targets.

Innovation and Technology

• Champion adoption of digital tools, automation, and process innovation to improve efficiency and client experience.
• Support implementation of Global and APAC digital transformation initiatives within Japan.
• Partner with commercial and product leaders to introduce new services aligned to Japan market demand.

Stakeholder Management and Reporting

• Report regularly on operational performance, risks, and improvement initiatives to the Managing Director Japan and APAC leadership.
• Respond to requests from BSI Global and APAC, participate in governance forums, and ensure delivery against agreed KPIs.
• Collaborate cross‑functionally to enable integrated client solutions and cross‑selling opportunities.
• Represent BSI in external industry bodies and accreditation-related organizations (e.g., JACB, CSAJ).

Key Performance Indicators

• Achievement of business, revenue, and contribution objectives.
• Compliance with accreditation and governance requirements.
• Operational KPI performance including quality, delivery, productivity, and client satisfaction.

Knowledge, Skills, and Abilities

• Bachelor’s degree or equivalent qualification.
• Strong command of English, written and spoken. Japanese language capability is highly desirable.
• Proven senior leadership experience in operations, assurance, certification, or a regulated professional services environment.
• Experience managing accreditation requirements within certification or inspection bodies.
• Strong commercial and strategic acumen with the ability to translate strategy into operational execution.
• Demonstrated capability in leading operational excellence, process improvement, and change initiatives.
• Strong leadership, influence, and stakeholder management skills across diverse and matrixed environments.
• Excellent analytical, decision‑making, and problem‑solving skills.
• Strong people leadership capability with a focus on talent development and performance management.
• Sufficient IT capability to leverage business systems, digital tools, and performance data effectively.

Desirable Experience

• Experience within the TIC industry or similarly regulated and accredited sectors.
• Track record of launching or scaling new service offerings.
• Experience working closely with sales and commercial teams to deliver growth strategies.
• Exposure to digital transformation, automation, or AI‑enabled operational improvement initiatives.

Travel Requirements

• Domestic and limited international travel as required to support clients, teams, and APAC or Global activities.

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.