DEPUTY MANAGER, QUALITY, RISK, SUSTAINABILITY & OUTSOURCE

GENERAL DESCRIPTION

To lead and manage SSSB's Quality Management System (QMS), Risk Management, Sustainability and Outsourced Service Management, ensuring compliance with applicable regulatory, statutory, customer and organizational requirements.

The position is responsible for maintaining and continuously improving ISO 9001 and ISO 13485 management system, overseeing quality and risk performance, managing outsourced logistics and housekeeping services, driving continuous improvement, and ensuring outsourced service providers consistently meet agreed service levels, quality standards, safety requirements and contractual obligations.

The role also supports Management in strengthening operational governance, customer satisfaction, business continuity, sustainability performance and a culture of quality and continual improvement.

  1. Quality Management

• Lead, manage and continuously improve SSSB’s ISO 9001 and ISO 13485 Quality Management Systems.
• Ensure quality policies, objectives, procedures, SOPs, work instructions, forms and records are effectively implemented and maintained.
• Monitor quality objectives, KPIs and process performance and compliance against establish requirements.
• Plan, coordinate and support internal, external, certification and customer audits.
• Coordinate the identification, investigation and closure of non-conformities, corrective and preventive actions (CAPA),
• Monitor the effectiveness of corrective actions and verify closure within agreed timeliness.
• Manage and monitor the NOVA-Q system, including quality reporting, data analysis, trend monitoring and follow up actions.
• Coordinate Management Review Meetings, including preparation of performance data, quality trends, risks, opportunities and improvement recommendations.
• Ensure appropriate documents and record control in accordance with QMS requirements.
• Provide quality advice and support to operations and other departments on process compliance and improvement.

2. Risk Management & Business Continuity

• Coordinate SSSB's operational risk management activities.
• Maintain and periodically review the Risk Register, risk assessments and FMEA for relevant processes and activities.
• Identify, assess, monitor and report operational, quality, and business continuity, and outsourced service risks.
• Facilitate risk assessment for new processes, changes, projects, vendors and outsourced services.
• Ensure appropriate risk mitigation and contingency measures are implemented and monitored for effectiveness.
• Escalate significant or emerging risks to Management together with recommended mitigation actions.
• Monitor risk trends and ensure risks are incorporated into relevant operational and improvement plans.
• Support development and review of business continuity and contingency arrangements, particularly for critical outsourced services.

3. Sustainability Management

• Coordinate and support SSSB’s sustainability strategy, initiatives and improvement programmes.
• Monitor and report sustainability related KPIs covering energy, water, waste, resource utilization and environmental performance.
• Identify opportunities to reduce resource consumption, waste, operating cost and environmental impact without compromising quality, safety or regulatory compliance.
• Coordinate sustainability improvement projects with relevant departments and service providers.
• Support sustainability reporting, data collection and management reporting requirements.
• Promote sustainability awareness and responsible resource utilization across the organization.

4. Outsourced Logistics Services Management

• Lead the management and performance monitoring of outsourced logistics service providers supporting SSSB’s operations.
• Ensure outsourced logistics services comply with SSSB requirements, SOPs, contractual terms, SLAs, safety requirements and applicable regulatory requirements.
• Monitor key service performance indicators, including:

• On-time collection and delivery

• Turnaround time (TAT)

• Service responsiveness

• Incident and complaint performance

• Vehicle condition and suitability

• Cleanliness and hygiene

• Documentation and traceability

• Service availability and contingency support.

• Conduct or coordinate regular vendor performance reviews and service level assessment.
• Monitor vendor manpower, service coverage and operational readiness where applicable.
• Coordinate investigation of logistics related complaints, delays, damages, service failures and non-conformities.
• Ensure root cause analysis and core and corrective actions for logistics-related complaints, delays, damages or other non-conformities.
• Conduct or coordinate periodic vendor performance evaluation.
• Ensure outsourced logistics activities are appropriately included in SSSB's risk assessment and quality monitoring.
• Work closely with operations, Business Office, Purchasing and vendors to resolve operational issues and improve service reliability.
• Recommend service improvement, corrective action or escalation where vendor performance does not meet agreed requirements.

5. Outsourced Housekeeping Services Management

• Lead the management and monitoring of outsourced housekeeping and cleaning services.
• Ensure housekeeping services comply with SSSB’s hygiene, cleanliness, infection prevention and control, safety and environmental requirements.
• Monitor housekeeping schedules, cleaning standards, service coverage and service performance.
• Conduct periodic inspections and review housekeeping records and service reports.
• Monitor compliance with agreed housekeeping SLA, scope of work and service standards.
• Identify and coordinate corrective actions for housekeeping non-conformities.
• Monitor housekeeping vendor manpower attendance, competency and service coverage.
• Ensure appropriate cleaning materials, equipment and methods are used in accordance with SSSB requirements.
• Coordinate investigation and resolution of housekeeping related complaints, incidents and service failures.
• Conduct periodic housekeeping vendor performance reviews.
• Ensure housekeeping activities and associated risks are incorporated into relevant risk assessments and quality monitoring programmes.

6. Continuous Improvement & operational excellence

• Identify and lead opportunities to improve quality, safety, productivity, efficiency, cost effectiveness and customer satisfaction.
• Lead or support improvement projects using appropriate methodologies such as PDCA, RCA, 5 Why, FMEA and CAPA.
• Analyze quality, operational, vendor and customer data to identify trends, recurring issues and improvement opportunities.
• Establish appropriate improvement plans, targets and measures of effectiveness.

7. Training & Quality Awareness

• Coordinate quality, risk, ISO, sustainability and relevant compliance awareness programmes.
• Promote a strong quality and risk-based culture among employees.
• Ensure relevant outsourced service providers receive appropriate SSSB requirements and awareness.

8. Customer & Stakeholder Management

• Support hospitals, customers and internal stakeholders on quality, compliance and service-related matters.
• Coordinate responses to customer complaints, quality issues, audits findings and feedback.
• Monitor customer satisfaction trends and identify improvement opportunities.
• Support customer audits, assessments and quality related engagements.
  

9. Quality Awards, Recognition and External Benchmarking.

• Coordinate SSSB’s participation in at least one relevant quality, healthcare, business excellence, sustainability and operational excellence awards or recognition programme each year.
• Coordinate preparation of award submissions, supporting evidence, performance data and presentations.
• Work with relevant departments to showcase SSSB's improvement projects, innovations and achievements.
• Monitor award and benchmarking outcomes and identify opportunities for further improvement.
  

10. Governance, Reporting & management Support.

• Prepare and present periodic Quality, Risk, Sustainability and outsourced services performance report to management.

• Ensure adequate documentation and evidence are maintained to support audits, management reviews and governance requirements.

• Support the Operation Manager in matters relating to quality, risk, sustainability, compliance and outsourced service governance.

• Undertake other relevant responsibilities assigned by Management from time to time.
  

Qualification/ Requirement

• Relevant experience in Quality Management Systems, Healthcare Management, compliance, sterilization or other regulated industries.
• Practical experience in ISO 9001 and ISO 13485implementation and maintenance
• Knowledge of risk management, FMEA, CAPA and internal auditing.
• Experience in vendor/service provider management.
• Good analytical, communication and problem-solving skills.