Operations Manager (Perm / Labrador Park)

The Operations Manager is responsible for the orchestration, performance management, and governance of Return Point Network Operators (RPNOs) under Singapore’s Beverage Container Return Scheme.

The role ensures that multiple RPNOs operate as a coordinated, compliant, and high-performing national network, meeting scheme requirements, service standards, and regulatory obligations. This is an orchestration and accountability role, not hands-on operational execution.

Key Responsibilities

• RPNO Network Orchestration
• Own the operational performance of the RPNO network across regions and operators.
• Translate scheme requirements, licence conditions, and SLAs into clear operational expectations for RPNOs.
• Ensure effective coordination between RPNOs, return point locations, logistics partners, customer service providers, and internal teams.
• Performance, Issues & Escalation
• Monitor RPNO performance against agreed KPIs (e.g. uptime, service reliability, collection performance, compliance).
• Lead structured performance reviews, root-cause analysis, and corrective action planning with RPNOs.
• Act as the central coordination point for significant incidents or systemic issues, orchestrating cross-party resolution and escalation where required.
• Stakeholder & Regulatory Coordination
• Serve as the primary operational interface with RPNOs.
• Support regulatory oversight through operations-related reporting, responses, and evidence, including participation in reviews, inspections, and audits.
• Ensure operational issues, remediation actions, and performance outcomes are clearly documented and defensible.
• Technology & Systems (Operations Business Ownership)
• Act as the operations business owner and primary business user for all technology and systems supporting RPNO operations.
• Translate operational needs, performance gaps, and regulatory requirements into clear business requirements for system enhancements and fixes.
• Support testing, user acceptance, and rollout of ops-related system changes, without acting as system administrator or technical owner.
• Team Management & Support
• Provide hands-on support during rollouts, peak return periods, or incident response situations.
• Contribute to the development of operational frameworks, SOPs, and continuous improvement initiatives.