Job description

Key Responsibilities

1. ISO Management & Quality Assurance

ISO Policy Implementation: Drive the effective implementation of regional ISO policies and quality management standards, ensuring consistent execution across local operations and service providers.

Quality Monitoring & Performance Improvement: Track key quality indicators, analyze performance trends, identify gaps, and collaborate with service providers to drive continuous improvement.

Quality Inspections & Audits: Conduct regular operational quality inspections and compliance checks to identify non-conformities, process deviations, and potential risk behaviors.

Corrective & Preventive Actions: Lead closed-loop issue resolution by tracking corrective actions, validating remediation effectiveness, and ensuring sustainable compliance with established standards.

2. Regional Training & Capability Development

Training Content Development & Localization: Translate HQ training frameworks and business requirements into effective regional training programs. Develop, adapt, and localize training materials covering product operations, compliance, risk management, and operational standards to meet local market needs and cultural contexts.

Training Delivery & Facilitation: Plan and deliver engaging training sessions for frontline teams, including ISOs, through various formats such as live online sessions, virtual classrooms, workshops, and in-person training.

Onboarding & Continuous Learning: Lead onboarding and coaching programs for new hires, and organize regular refresher training to reinforce compliance requirements, operational best practices, and service quality standards.

Training Effectiveness & Impact Measurement: Monitor training attendance, assessment results, pass rates, and post-training performance. Evaluate the impact of training on frontline execution and operational outcomes, and provide actionable insights and feedback to HQ.

Frontline Coaching & Performance Support: Identify capability gaps through operational data, quality inspections, and frontline feedback; provide targeted coaching and recommend improvement plans to enhance team performance.

3. Risk Management & HQ Collaboration

Risk Identification & Escalation: Maintain close communication with HQ's risk management network to identify, assess, and promptly escalate regional operational and compliance risks.

Risk Prevention & Remediation: Coordinate the implementation of HQ-mandated risk prevention measures and corrective actions, ensuring timely execution and effective follow-up.

Cross-Functional Collaboration: Act as a key liaison between regional teams and HQ, sharing frontline challenges, emerging risks, operational insights, and best practices to support continuous improvement and knowledge sharing.

Continuous Improvement: Leverage quality data, training feedback, and operational insights to recommend process enhancements, strengthen compliance awareness, and improve overall regional operational excellence.

Job Requirement

Bachelor's degree or above; 5+ years of experience in operations, or training delivery / development.

Solid capability in course content development and localization; strong in-person delivery and coaching skills.

Integrity and a strong sense of responsibility; comfortable with frequent in-region travel for store inspections.

Strong cross-team coordination and vertical alignment (top-down and bottom-up); English and the local language as working languages.