- Location
- ROHQ Philippines Mandaluyong City
- Type
- Full-time
- Department
- Customer Service
- Seniority
- Lead
- Source
- Workday
Description
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.
At Surbana Jurong, we put talent, hard work, teamwork and a fun workplace together to approach problems and solve them creatively and collaboratively. Join us in making a positive impact on the world!