Head of Operations

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