Operational Quality Performance
- Monitor and review operational quality performance across Supply Chain operations.
- Identify quality issues, trends, risks, and improvement opportunities.
- Support operational teams in achieving quality objectives.
- Promote quality ownership and accountability within operations.
- Ensure consistent application of quality standards across locations.
- Quality standards are consistently applied, and operational quality performance improves across all supported business areas.
Operational Audits & Validation
- Conduct operational audits, validations, and process reviews.
- Verify adherence to procedures, standards, and customer requirements.
- Identify non-conformances and opportunities for improvement.
- Support operational readiness for internal and external audits.
- Work with operational teams to address findings.
- Operational standards are maintained, risks are identified early, and compliance with defined processes is improved.
Operational Quality Issues & Corrective Actions
- Support investigation of quality-related issues.
- Facilitate root cause analysis and structured problem-solving activities.
- Drive implementation of corrective actions.
- Monitor effectiveness of implemented solutions.
- Escalate recurring or high-risk issues where appropriate.
- Quality issues are resolved effectively, and recurring problems are reduced through sustainable corrective actions.
Customer Quality & Service Performance
- Support management of customer complaints and service quality issues.
- Work with operational teams to identify root causes.
- Support implementation of actions to improve customer experience.
- Monitor recurring customer quality trends and issues.
- Customer quality concerns are resolved effectively, resulting in improved service quality and customer satisfaction.
Continuous Improvement & Operational Excellence
- Support deployment of Quality & Excellence initiatives.
- Promote standardisation and best practices.
- Apply structured problem-solving methodologies.
- Support implementation of continuous improvement projects.
- Contribute to operational excellence activities.
- Continuous improvement principles are embedded within operations, delivering improved performance and quality outcomes.
Quality Performance & Reporting
- Monitor quality KPIs and operational performance measures through Power BI and other reporting tools.
- Analyse trends and identify improvement opportunities.
- Identify emerging risks and areas requiring attention.
- Provide quality performance reporting to management.
- Support management reviews and operational performance discussions.
- Use performance data to support operational decision-making and improvement actions.
- Escalate significant quality concerns where appropriate.
- Management has clear visibility of operational quality performance, trends, risks, and improvement opportunities, enabling informed decision-making and continuous improvement.
Education
- Degree in Quality, Logistics, Supply Chain, Business, Operations Management, Engineering, or a related discipline.
- Equivalent operational experience may be considered.
Preferred Qualifications
- ISO 9001 Internal Auditor or Lead Auditor qualification.
- Lean Six Sigma Green Belt or equivalent Continuous Improvement qualification.
- Quality Management qualification.
- Supply Chain or Logistics qualification (advantageous).
Experience
- Experience within logistics, transport, warehousing, distribution, or supply chain operations.
- Experience conducting audits, validations, or process reviews.
- Experience investigating operational issues and implementing corrective actions.
- Experience working with customer quality issues and service improvement initiatives.
- Experience working within multi-site operational environments.
- Experience monitoring KPIs and driving performance improvement.
Knowledge & Skills
- Strong understanding of operational quality management principles.
- Understanding of Quality Management Systems (Q-Pulse desirable).
- Understanding of customer requirements and service quality expectations.
- Knowledge of KPI management and performance analysis.
- Experience using Power BI or similar reporting and performance management tools.
- Understanding of and experience working with Supply Chain business applications, including Warehouse Management Systems (WMS), Transport Management Systems (TMS), and Enterprise Resource Planning (ERP) systems.
- Ability to analyse trends, identify risks, and support data-driven decision-making.
- Knowledge of Continuous Improvement methodologies would be advantageous.
- Strong communication, stakeholder management, and problem-solving skills.
- Ability to influence and coach operational teams without direct authority.
- Ability to facilitate process improvement and problem-solving activities.
