Business Operations Manager (Fluent English Required)

Business Operations Manager operates horizontally across the Operations function, partnering with Operations Managers and business leaders to drive consistency, governance, workforce planning discipline, and delivery performance across all portfolios and regions. While not directly responsible for operational delivery teams, the role provides governance leadership, oversight, and accountability frameworks that support operational excellence across the business.
Customer Delivery Governance
• Embed and run MiTek Vietnam's Customer Delivery Governance Framework consistently across customer portfolios, regions, and segments.
• Coordinate and facilitate customer governance forums, monthly and quarterly delivery reviews, and portfolio performance reviews.
• Drive consistency of delivery reporting, scorecards, KPIs, and governance standards across customer teams.
• Support governance of customer and internal watch-list programs, ensuring risks and actions are visible and managed to closure.
• Track decisions, actions, risks, and commitments arising from governance forums through to resolution.
• Partner with Senior Directors to ensure governance is applied consistently and adopted as business-as-usual.
Collaboration, Governance & Regional Alignment
• Collaborate closely with Operations Managers to ensure consistency in operational standards, service delivery, and customer outcomes
• Drive alignment across teams through effective governance, standardized processes, and adherence to business policies.
• Foster strong cross-functional relationships to support knowledge sharing, best-practice adoption, and operational excellence.
• Partner with peers to identify opportunities for process improvement and continuous enhancement of service delivery.
• Support the implementation of regional initiatives, ensuring alignment with organizational objectives and strategic priorities.
• Promote accountability, transparency, and consistent execution across operational teams and projects.
Workforce Management Governance
• Lead workforce planning governance across customer portfolios in partnership with regional and internal leaders, Operations Managers, and Team Managers.
• Drive consistency in workforce forecasting, demand planning, recruitment readiness, utilization monitoring, and workforce reporting.
• Facilitate workforce review forums and ensure workforce decisions are supported by accurate operational and customer data.
• Validate workforce demand submissions and provide governance oversight of workforce planning decisions across regions.
• Monitor workforce capacity, utilization, attrition, bench and buffer, and recruitment demand, and drive mitigation of workforce risks.
• Govern workforce data quality and consistency across Salesforce, Workday, CEOS, and operational reporting.
• Partner with HR, Recruitment, and Finance to align workforce plans with customer demand and financial forecasts.
Delivery Performance & Risk Management
• Drive accountability against SLAs, OLAs, delivery commitments, and governance standards across customer portfolios and the innovation team.
• Coordinate escalation reviews and ensure mitigation actions are tracked through to resolution.
• Maintain visibility of delivery risks and embed operations risk management practices into customer governance.
• Support leadership decision making through structured reporting, analysis, and clear escalation.
• Lead and support customer escalations, project implementation activities, and proposal development by ensuring the timely collection, analysis, and reporting of customer and operational data to drive informed business outcomes.
Reporting, Communication, Presentation & Executive Support
• Communicate effectively and concisely with executive stakeholders, customers, and internal leadership teams, tailoring messages to the audience and desired outcomes.
• Lead and chair meetings with professionalism, ensuring productive discussions, clear decisions, and documented actions.
• Develop and deliver high-quality presentations, reports, and business updates that clearly communicate key insights, risks, opportunities, and recommendations.
• Utilize data-driven analysis and fact-based reporting to support decision-making and business strategy.
• Demonstrate strong written and verbal English communication skills, maintaining a high standard of professionalism in all interactions.
• Influence stakeholders through clear communication, logical reasoning, and well-supported recommendations.
• Translate complex operational and business information into concise, actionable insights for senior leadership and customers.
• Uphold professional standards, executive presence, and effective stakeholder management in all customer and internal engagements.