Responsibilities:Create and lead a culture of constant improvement and excellence and deliver this through innovation and development of process improvement, operational practices, and quality assurance.Ensure the effective use of the IT, finance, and other systems to maintain the integrity and availability of management information.Produce and report timely and accurate management information; record and report key performance indicators.Implement and actively maintain compliance to company policies and defined Standard Operating Procedures set out in the company's quality standards.Organize and ensure the efficient delivery of services in accordance with contractual service level agreements.Risk Management, Security, Health and Safety:Actively manage risk by developing and implementing the Division's risk management procedures and implement a sustainable strategy.Identify existing and new risks and create a culture of vigilance and proactive risk management.Quality Assurance and Customer Service:Maintain product and service quality standards at an acceptable level in accordance with Company standards and established performance targets.Create and deliver a quality-driven culture and environment within the unit by working with and supporting the Divisional and Group quality personnel and report quality conflicts to Regional level.Work proactively to improve process, quality, and risk controls and to eliminate inefficiencies.Maintain effective communication with customers and other stakeholders to report on quality, service, finance, volume, risk, and contractual issues.Human Resources:Create a culture of development and opportunity characterized by reward, recognition, training, development, and advancement opportunities.Effectively manage staff training and development, provide career development plans, carry out and document appraisals, and develop succession planning.Foster a workplace culture consistent with the values and mission of the company.Partner with Human Resources to manage the performance of staff in the unit and carry out performance management processes and resolve grievances as required in line with the company policy.Supervisory Responsibilities:Responsible for direct supervision, development, and evaluation of employees through a team of direct and indirect reports operating in a matrix organization.Must possess exceptional verbal and written communication skills required to positively engage all constituents across the business – clients and vendors.
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