Head, Operational Excellence & Service Quality

Head, Operational Excellence & Service Quality

Head of Operational Excellence & Service Quality will also act as a mentor for other members of staff, providing them with the necessary skills and knowledge needed to succeed in their roles.

• Audit operations to ensure consistency with the objectives and compliance with safety and standards of accreditation or regulatory agencies
• Conduct and / or drive inspection programs to address any operational deficiencies for continuous improvement
• Recommend internal training for new policies and / or Standard Operating Procedures (SOP)
• Monitor and track key performance parameters to drive continuous improvement
• Conduct an investigation for major incidents and recommend improvement areas
• Plan and develop a roadmap for driving performance improvement and operational excellence strategies
• Lead and facilitate cross-functional continuous improvement initiatives
• Work closely with ground levels for strategy implementations and project execution
• Lead and facilitate the root cause analysis (RCA) workshops within operations
• Support process mapping workshops to create a baseline, identify gaps and opportunities for improvement within processes
• Support process owners to review site-level operational process data, analyse and provide recommendations
• Lead continuous improvement culture transformation journey within local sites
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Control resources and utilise assets to achieve qualitative and quantitative targets
• Maintain an orderly workflow according to priorities
• Organise training and facilitate the development of the service team
• Organise and implement programs towards improving of the overall service quality
• Monitoring key operational indicators to meet the company’s service quality standards
• Escalating issues or crisis to related teams so as to remedy performance gaps and take immediate, appropriate, or contingency actions for service recovery

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