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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