Hub Quality and Continuous Improvement Manager- MEA

The Hub Quality and Continuous Improvement Manager for BU Service will support local Quality teams to effectively execute customer-facing quality activities and quick reaction to Customer Quality issues by running robust problem-solving initiatives (RCAs). Ensure Region & Country alignment to Global Quality & CI strategies and adherence to relevant processes and tools 

Quality: Define and implement short-, medium- and long-term strategic actions to improve Quality in the entire value chain. Manages global quality processes in the respective area of responsibility, as well as drives quality related certification activities and audits to maintain the required quality management systems intact. Accountable for delivery of overall Hub quality objectives and targets. 

Implement, deploy, and maintain CI culture within entities in the scope of the Hub. Define and implement a structure incl. governance to continuously generate, prioritize and execute improvement ideas. 

The Hub Quality and Continuous Improvement Manager will also be the Local Quality and Continuous Improvement Manager in one of the countries in the region, in this function report functionally to the LSU Manager.

Main Accountabilities: 

People and Strategy 

Define and implement Hub Quality and CI strategy, including governance of Quality and CI function in line with BU & business needs and directives. Stays up to date on new laws, regulations and industry trends affecting the company in terms of Quality Assurance and Quality Control and assists in developing policies and training as needed. Manage Hub Quality and CI function, including capability development, work force management, footprint, and succession. Contribute to the development and execution of the BU Quality Improvement Plan.  

Customer Focus 

Act as an advocate for the Customer by ensuring the Voice of Customer is represented within the Hub quality strategy. Represent the company, in terms of Quality, in front of the customer when needed. Ensure customer satisfaction by evaluating the risks, problems and solutions from a quality and customer/stakeholder point of view. 

Quality Management System  

Define and manage Quality Management System and processes across the entities within the Hub. Coordinate process reviews in line with internal and external expectations.  

Audit and Certification 

Accountable for maintaining and securing required Certification in all units within the HUB scope. Accountable for organizing and conducting the quality/process audits/assessments and following up the actions identified to the closure. 

Process Performance 

Establish process performance indicators, and ensure effective internal controls are in place to verify that processes continue to meet customer and stakeholder expectations. Analyze the process indicators continuously and take actions to address situations where process performance deviates from expectations and manage such deviations to the closure. Ensure full utilization of applicable systems for monitoring, reporting, and following up the process indicators. 

Offer Performance (incl. Product/ System/ Solution/ Project and Services)   

Adapt and implement quality assurance methods, monitoring offer performance, and collaborating with regional stakeholders to address market-specific needs and challenges. Coordinate with stakeholders to gather feedback, identify areas for improvement, and implement necessary changes to enhance offer performance. Provide insights and feedback to the global team to support continuous improvement efforts and ensure alignment between global strategies and regional market requirements. 

Non-Conformance Management 

Manage resolution of high-profile NCRs reported. Monitor and control customer interventions triggered by customer dissatisfaction. Protect and strengthen customer trust by effectively addressing the quality issues to eliminate or reduce their impacts and all corrective and preventive actions in place.  

Continuous Improvement 

Deploy and implement sustainably the Continuous Improvement Framework, built upon: Lighthouse, L6S, Ochibo-Hiroi and Lessons Learned / Best Practices. Drives proactively systematic continuous improvement actions to improve business processes and procedures globally. Support prioritization and execution of portfolio of improvement projects aiming to improve quality and operational performance. 

Your Background: 

• • Engineering degree
  • Advanced English 
  • Lean 6Sigma, Green Belt or above.
  • Quality core tools experience 
  • Expert into: 8D, Ishikawa, 5W, A3, TQM, PDCA (be able to teach others). 
  • ISO certification and Auditing 
  • Quality Management Systems 
  • Performance Management and Analytics 
  • Project & Site Quality Management (e.g. PMI) 
  • Advanced Product Quality Planning (APQP) 
  • Continuous Improvement Project Management 

Functional competencies: 

• • Voice of the Customer 
  • Systematic Problem Solving 
  • Risk Management 
  • Conflict Management 
  • Influencing 
  • Change management 
  • Continuous Improvement Process Management  

Key Competencies: 

• • Strategic Vision 
  • Team Leadership and Leading by influence 
  • Customer Focus 
  • Analytical Thinking 
  • Communication 
  • Results Orientation