Wrist Ship Supply is looking for a Head of Operations, WSS Manila to lead and execute standardized, globally aligned, and compliant operational processes across the Manila Operations organization of approximately 200 employees.
The role is part of a global functional matrix under the COO and works closely with national and global operations teams. This is a functional leadership role focused on operational execution and does not include country management, service center oversight, or leadership of support functions.
What you'll be doing:
- Global Process Standardization & Compliance
- Lead the implementation, enforcement and continuous improvement of WSS Global Process Standards across Manila Operations.
- Ensure full audit readiness, compliance with global governance frameworks, and consistent application of SOPs.
- Drive corrective actions based on audit findings, risk assessments and global compliance requirements.
- Act as Manila’s Process Owner representative for global SOP discussions, updates and governance forums.
- Multi-Site Operational Alignment
- Ensure Manila’s operational processes, KPIs, service levels and quality metrics are fully aligned with WSS global operating standards.
- Collaborate with national global operations leaders to harmonize ways of working across all WSS sites.
- Lead Manila’s contribution to global initiatives including network optimization, process redesign and continuous global improvement.
- Measure, analyze, and report on non-conformities across sites against a defined coding structure, identifying trends and ensuring corrective and preventive action plans are implemented and tracked to drive consistent standards and performance.
- Operational Performance Engineering
- Apply Lean Six Sigma (minimum Black Belt) methodologies to drive quantifiable improvements in productivity, quality and throughput.
- Lead complex root cause analyses, performance diagnostics and operational stability initiatives.
- Partner with the Global Process Excellence team on structured improvement programs and global benchmarking.
- Technology, Systems & Automation
- Act as Manila’s functional lead for implementation of global systems (e.g., ERP, workflow, automation tools, data platforms).
- Ensure operational readiness, training and change adoption across Manila teams.
- Work closely with the Global IT and Process teams on continuous enhancement of digital workflows and operational tools.
- Manila Operations Leadership
- Lead the day-to-day performance of Operations teams in Manila, ensuring service delivery against defined global KPIs and SLAs.
- Ensure capacity planning, workforce allocation and operational continuity within the Operations function only.
- Drive a culture of professional excellence, accountability and process discipline within Operations.
- People Leadership, Capability Building & Talent Development
- The Head of Operations plays a critical role in shaping the future talent pipeline of WSS Manila’s Operations teams. With a workforce of approximately 200 people - many of whom are early-career professionals - the role must ensure an engaging, developmental, and performance-oriented environment. Key elements include:
- Attraction of Talent: Build a respected, high-performing operations function that serves as an attractive destination for strong young talent seeking growth within a global organization.
- Retention & Engagement: Foster a culture where employees feel valued, supported, and connected to a clear operational purpose. Use structured feedback, coaching, recognition, and transparent communication to drive high retention, especially among younger employees.
- Growth & Capability Building: Develop Manila’s next generation of operations leaders through continuous capability building, structured development plans, mentoring, and exposure to global best practices.
- Leadership Culture: Model Wrist’s Leadership Principles and set expectations for professionalism, accountability, teamwork, and performance. Strengthen people leadership standards across all Operations team leads and supervisors.
- Workforce of the Future: Ensure that the Operations function becomes a scalable, future-ready talent engine by combining global process discipline with strong local leadership development.
- Cross-functional collaboration
- Coordinate with Finance, HR, BI/MD and other functions as stakeholders, without line responsibility.
- Execute directives from the COO and Global Operations leadership.
- Provide operational data, insights and structured reporting into global forums.
What we're looking for:
- Bachelor’s degree required; Master’s degree preferred.
- Lean Six Sigma Black Belt certification (mandatory).
- Additional certifications in operations engineering, automation or process governance are an advantage.
- Minimum 5 years in operations management within complex BPO/SSC or supply chain environments.
- Minimum 3-5 years of operational leadership across multiple regions/sites.
- Proven experience with global SOP standardisation, process governance, audit compliance and internal controls.
- Demonstrated experience delivering enterprise-level system/ERP/workflow implementations.
- Experience working in a global COO-led matrix organization.
- Competencies:
- Strong analytical and operational engineering capabilities
- Expertise in Lean, Six Sigma and data-driven performance management
- Ability to drive cross-regional alignment and compliance
- Excellent stakeholder communication across cultures
- High operational discipline, structure and detail orientation