JOB DESCRIPTION
Country: Vietnam
1. POSITION INFORMATION
Position Title: Operations Supervisor
Function: Natural Resources (Forestry – Fumigation – PCO)
2. ROLE OBJECTIVE
The Operations Supervisor is responsible for managing and overseeing the daily operations of the Forest team to ensure services are delivered safely, efficiently, accurately, and in accordance with SGS procedures and client requirements.
The role is also responsible for maintaining and developing relationships with existing clients to ensure customer satisfaction, drive repeat business, and identify new inspection and testing opportunities.
3. RESPONSIBILITIES
Operations Management
- Manage and oversee the daily operations of the Forest team.
- Supervise the implementation of operational SOPs for assigned tasks and services.
- Ensure inspection and related activities are carried out accurately, efficiently, and in compliance with SGS procedures and client requirements.
- Coordinate manpower, resources, schedules, and operational activities to ensure timely service delivery.
- Control job-related costs and resources to ensure operational efficiency.
- Monitor work progress both on-site and at the office and take timely action when operational issues arise.
Client Management
- Manage and develop relationships with existing clients to maintain a high level of customer satisfaction.
- Communicate with clients on a daily basis to provide updates and follow up on job progress.
- Understand clients' operational and technical requirements and coordinate internally to ensure appropriate service delivery.
- Identify opportunities for repeat business and additional inspection or testing services.
- Follow up and support corrective actions related to client complaints.
Quality & SOP Management
- Collaborate with the Quality Assurance team to develop, review, and improve SOPs according to clients' specific requirements.
- Ensure operational activities comply with SGS quality standards and applicable procedures.
- Support corrective and preventive actions when non-conformities or customer complaints are identified.
Internal Coordination
- Coordinate closely with Operations, Laboratory, Administration, Customer Service, Sales, and other relevant teams to ensure timely and accurate service delivery.
- Work collaboratively with SGS branches, affiliates, other Business Units, and internal stakeholders when required.
- Facilitate effective communication among relevant functions to resolve operational and client-related issues.
Sales & Business Support
- Support the Sales team in maintaining relationships with existing customers and identifying potential business opportunities.
- Participate in marketing and customer engagement activities when required.
- Support the organization of seminars, workshops, customer meetings, and other promotional events.
Reporting
- Prepare weekly highlights, monthly reports, revenue reports, commentary reports, and other reports required by the SBU Manager.
- Ensure reports are consolidated and submitted accurately and within agreed timelines.
- Monitor operational and commercial performance against agreed KPIs.
Other Responsibilities
- Perform other duties and assignments as instructed by the SBU Manager.