NQA UK Global Operations Director

Department: Operations
Location: Flexible – UK, EMEA, India (with international travel as required)

About the role

The Global Operations Director will lead, manage, and continually improve customer experience, operational and technical activities across NQA UK, NQA India, EMEA agents, and other Kiwa offices utilising NQA UK’s accreditations.

This is a senior leadership role at the centre of NQA’s business performance. The Operations team underpins client experience and delivery of audits, working closely with technical managers and specialists to ensure regulatory compliance, operational efficiency, and excellent client outcomes.

The successful candidate will be pivotal in delivering NQA’s operational, financial and regulatory objectives, while embedding a culture of customer focus, process excellence and continuous improvement across a global network.

Key responsibilities

General

• Develop and implement operational strategy aligned with accreditation, business, and organisational objectives.
• Maintain a strong knowledge of industry requirements, competitor approaches, and emerging challenges to inform strategic decision-making.
• Build and lead an operational culture focused on customer success, solution-oriented delivery and day-to-day efficiency.
• Strengthen cross-functional relationships and ensure seamless process interfaces across the business.
• Resolve operational roadblocks, manage throughput, and drive efficiency improvements.
• Collaborate with technical, operations and business teams to achieve local and international strategic objectives.
• Develop and manage operational budgets.
• Monitor regulatory changes and ensure compliance in partnership with the Global Accreditation Director.
• Further develop and expand the remote technical review function in NQA India.

UK Focus

• Ensure delivery of NQA’s UK core objectives, including audit day delivery, auditor utilisation, technical decisions, regulatory compliance, operational efficiency, client experience and EBITDA.
• Lead the team towards operational efficiency, productivity and customer excellence.
• Oversee accreditation and process performance, ensuring measures are in place, managed and understood across the UK management team.
• Represent NQA at industry events, meetings, committees and client engagements.
• Drive KPI monitoring and systematic reporting across core processes.
• Work closely with NQA UK leadership and Field Directors on forecasting, resourcing and strategy alignment.
• Manage key client accounts, ensuring expectations are met while driving growth and profitability.

International Focus

• Support the global harmonisation strategy for Kiwa Business Assurance.
• Lead the development and maintenance of processes using UK-based accreditations to support cross-Kiwa schemes.
• Oversee delivery of accredited certification services to Kiwa local offices, ensuring timeliness and compliance.
• Collaborate with local office management to prioritise work volumes and support needs.
• Manage intercompany transfer pricing in alignment with accreditation and financial requirements.
• Ensure India back-office services are utilised effectively across Kiwa global operations.
• Support senior leadership (Finance Director, MDs, BA Sector MD, President NQA) in managing global activities.
• Contribute to M&A, due diligence and integration activities.
• Identify and evaluate strategic partnerships and alliances.

About you

We are seeking a highly motivated and experienced leader with:

• Exceptional integrity, leadership and organisational skills with the ability to inspire, motivate and influence at all levels.
• Proven experience in operations leadership, preferably within a high-volume service or regulated certification environment.
• Strong knowledge of accreditation and quality infrastructure (ISO 17021 or similar).
• Experience in strategic planning and execution at senior management level.
• Outstanding communication and interpersonal skills with the ability to build relationships internally, externally, and internationally.
• Ability to deliver against challenging deadlines, drive change and manage performance at scale.
• Proficiency in MS Office applications and business ERP systems.

Education and Qualifications

• Bachelor’s degree (or equivalent experience) is essential.
• A Master’s degree or MBA is desirable.
• Full, clean driving licence.

Why join us?

This is a high-profile, executive-level opportunity to:

• Lead the global operations strategy of a respected certification body.
• Shape customer experience and operational excellence across multiple regions.
• Drive innovation, efficiency, and growth in an international, multi-stakeholder environment.
• Represent NQA and Kiwa at the highest levels, supporting our global vision for sustainability, quality and assurance.

Apply now

If you are an experienced operational leader with the vision and drive to deliver at a global level, we’d love to hear from you.

👉 View the full Job Description
👉 To apply, please send your CV and cover letter to careers@nqa.com.