Senior Manager - Quality and Assurance

To manage the implementation of Quality policies and standard operating procedures and to align with RSG corporate, local and international standard requirements and best practices to ensure service delivery meets customer’s expectations and complies with all relevant regulations.Responsible for all aspects of Quality Assurance Program implementation that is aligned with guest experience objectives and targets.JOB RESPONSIBILITIESStrategic ContributionEnsure that the strategy is translated into operational business plans for the Quality Assurance function and monitor the performance and execution of those plans to achieve functional objectives and deliver the company’s strategy.Assist with the implementation of the annual business plan and targets and execute the strategic agenda of the Quality Assurance function to deliver RSG and Mobility Co. vision and mission.BudgetContribute to the preparation of the functional budget and monitor financial performance versus the budget so that the business is aware of anticipated costs/revenues, areas of unsatisfactory performance are identified, and potential performance improvement opportunities are capitalized upon.Quality AssuranceProvide support in obtaining international standard certification, maintain the Quality policies and procedures and ensure they align with RSG Management System and service deliverables.Responsible for all aspects of Assurance within Mobility operations which includes Quality Management, Health, Safety & Environment, Risk Management, and Business Resilience.Establish and maintain the document control library and systems to support ISO certification.Direct, assist, support, and advise the Mobility Director ensuring the implementation of changes necessary to meet evolving service delivery standards in accordance with the Quality strategy.Monitor quality key performance indicators (KPI) to ascertain how effectively and efficiently stated goals are being met.Assist the operations team in probing customer complaints. Review risks and opportunities and share the outcome with the team.Participate in quality related meetings held at various levels within the organization.Support on the development and implementation of Quality Plans and procedures that comply with Company policies and procedures as well as local requirements on siteReview the Quality Plan, procedures and other documents as required.Advise and provides technical support to operations team on all quality matters and reviews.Establish auditing and compliance controls and Quality / ISO standard reporting and document evidence of continual improvement supporting international accreditations.Support in delivering quality training and awareness, advise specialist service providers on statutory training requirements and compliance.Conducts regular quality inspections, scheduled audit programs, quality meetings as required.Assist on accident and incident investigations and recommend actions to prevent future occurrences; ensure lessons learnt are implemented and shared to relevant stakeholders.Assist the top management on site quality requirements and ensure compliance.Provide support in establishing safe workplace practices and promote a positive culture.Policies, Systems, Processes, Procedures, Standards and ReportsAssist in development, update and maintenance of Mobility policies, procedures, and contingency plans ensuring compliance, consistency and alignment with internal and external governance requirements and standards.Follow all relevant functional policies, processes, standard operating procedures and instructions to ensure that work is carried out in a controlled and consistent manner.Assist in the preparation of accurate and timely functional reports to meet corporate and functional requirements, policies and standards.Safety, Quality & EnvironmentApply safety, quality and environmental management policies, procedures and controls to ensure employee safety, legislative compliance, delivery of quality products/services and a responsible environmental attitude.Support in developing operational performance and communication dashboards that measure and report operational performance, customer feedback, Quality improvement initiatives and financials aspects of the services.Contribute to the identification of opportunities for continuous improvement of Quality function’s systems, processes and practices considering ‘international best practice’, improvement of business processes, cost reduction and productivity improvement.Establish a continuous improvement culture and structure across all operational areas and customer interfaces which encourages and supports positive feedback and were all service delivery resources are encouraged to provide inputs that improve Mobility operations, services and guest experiences.JOB REQUIREMENTSA minimum of 10 year’s practical experience in quality assurance.Holding a Degree or Diploma in Quality or other allied fields.Knowledge of and ability to u