Quality Management Support Lead

Key Accountabilities

• Lead, supervise and develop the Process Improvement, Management Systems Administration and Document Control teams.
• Plan, allocate and monitor team resources and workloads to meet operational priorities and service level agreements.
• Monitor team performance against agreed KPIs and implement corrective actions where required.
• Coach, mentor and develop team capability through performance management, training and succession planning.
• Develop, review and maintain standard operating procedures to ensure consistent and high-quality service delivery.
• Foster a culture of collaboration, continuous improvement and customer-focused service.
• Lead the planning, delivery and evaluation of Quality Management Systems (QMS), business improvement and document control initiatives aligned with organisational priorities.
• Partner with business leaders and stakeholders to identify improvement opportunities, redesign business processes and implement sustainable solutions.
• Oversee the documentation of business processes, including process implementation activities, ensuring initiatives are delivered within agreed scope, timeframes and quality standards.
• Monitor initiative performance, benefits and risks, providing regular reporting and recommendations to support continuous improvement and informed decision-making.
• Oversee governance, administration and continuous improvement of the Group Business Management System.
• Ensure BMS documentation and supporting systems remain accurate, current and aligned with business and regulatory requirements.
• Oversee BMS updates, BMS Feedback and issue/enhancements.
• Monitor compliance with internal standards, legislation and certification requirements.
• Communicate BMS updates and system changes to employees globally and support adoption.
• Maintain governance of document control and knowledge management processes.
• Ensure documentation is reviewed, approved, published, archived and version controlled.
• Monitor document quality, accessibility and compliance with document control requirements.
• Oversee systematic reporting on key opportunity/project documentations to drive increase compliance in documentation compliance.
• Promote standardisation and consistency across organisational documentation.
• Prepare and oversee monthly operational and performance reporting.
• Monitor KPIs, service levels, audit outcomes, corrective actions and improvement initiatives.
• Manage internal and external feedback, complaints and audit findings, ensuring issues are converted into corrective and preventive action plans.
• Monitor completion and verification of action plans and report outcomes.
• Support budget monitoring, service costing, invoicing and operational governance.
• Maintain data integrity and provide reporting to support informed decision-making.
  
  

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