Role Summary/Purpose
• Lead the Quality function across a Region, from ITO (Inquiry to Order) to OTR (Order To Remission) execution processes & their associated functions such as Tendering, Project Manager, Engineering, Procurement, Construction and Commissioning, where relevant.
• Support the Region Operations Leader to impactful actions from Root Cause Analysis and by selecting the important Quality topics for escalation.
• Support the Cultural change applying Lean tools and leading key initiatives for sustainable Lean Culture and Continuous Improvement. Support Region Leader in Hoshin Kanri, Bowler, PSR and Action plan to successfully deliver Region Strategy.
• Reports directly to the Region Leader and functionally to the Product Line Quality Leader. The job holder provides quality global leadership to a matrix organization, setting standards and supporting business needs across a complex Project portfolio, driving actions to optimize and embed Quality performance in all activities.

Essential Responsibilities

Quality Policy

In line with Grid Solutions Quality policy:

• Define the Regional Quality roadmap to support strategic transformation

• Elaborate actions and set priorities to maximize process efficiency (across the Region and at site), for project delivery performance and customer satisfaction. Ensure the engagement of the Regional management committee and of the management at site level around Quality policy, processes and actions.

• Monitor Quality performance and drive improvement plan. Support Region Leader in regular business reviews and in budget exercise.

• Drives “stop the work” attitude where quality, safety or integrity is at risk.

Customer care

• Instil and support a “Customer First” Culture:

• Lead by example, influence, deploy of customer care processes and tools. Incorporate Voice of Customer in the process.

• Monitor & develop Customer Satisfaction through relevant Customer surveys and Customer claim analysis.

• Ensure that the metrics and feedback from Customers and complaint management (ACT) are properly analysed to identify major contributors to dissatisfaction, deviations, root causes, to build and follow up action plan.

•Manage detractors whilst preserving Grid’s interests

•Ensure the implementation of the Complaint management process including regular Managerial reviews & Operational reviews, with proper escalation when required

•More specifically in case of major customer failures, lead and coordinate the internal stakeholders to ensure customer satisfaction, whilst protecting company interests (liabilities, responsibilities, warranties, claim, accrual, risk management).

•Act as a facilitator to support customer requirements fulfilment to avoid any cash-in and overdues issues

• Team-up and best practices sharing:

• Assess suitability of tools and processes associated to customer satisfaction, foster best practices sharing

• Prepare recommendations & feed-back to Regional Teams.

Quality Systems, Processes, Assurance and Control

•Develop, promote, drive and monitor the deployment of the Grid Quality systems, processes, tools and indicators to solve problems, reduce non-quality costs and improve the overall efficiency of the Region, aligned with PL objectives.

• Harmonize and standardize processes and associated documentation across the Region. Challenge and simplify where needed with the Continuous Improvement mindset. Support and monitor ISO 9001 certification processes

• In line with the global QMS leader and with the global Process Leaders, organize internal audits and secure their on-time execution, identify gaps and deviations, ensure the launch of corrective actions by units, secure timely closure of the audit findings and effectiveness of actions.

•Ensure continued and future certification of Regional entities to required international standards in line with business needs

• Participate in the assessment of the quality aspects of acquisitions and drive the quality integration.

Preventive Quality & problem solving

• Ensure that return on experience and customers' expectations are fully considered in offers prepared. Secure adherence to quality plans and processes including Gate Reviews.

•Provide quality expertise for global delivery model; develop a know-how transfer model to promptly reach local autonomy. Participate & monitor key quality issue at Regional level

• Proactively analyze the metrics and feedback associated with processes and solutions to identify deviations, root causes and prepare recommendations for improvement in performance. Manage the Regional portfolio of improvement actions and lead actions (containment, curative, preventive).

•Support and coordinate Regional and sites actions taken to control and improve Project Quality. Provide coaching as required.

•Lead continuous improvement & quality mindset: discipline, reliability, predictability, transparency, sense of detail, and do right the first time, PDCA, root cause analysis (8D, PSR, etc).

• Lead quality and transformation projects as required from time to time, including the coordination and follow up of actions.

• Ensure that PSR, 8D actions are completed and sustainable and communication with all functions are done using registered Lessons Learned.

Supplier Quality / Vendor Development

Ensure that the selected suppliers and parts supplied meet quality requirements (NB: qualification of suppliers is under Supplier Performance responsibility; qualification of parts is under PL responsibility) by supporting related Functions to register supplier performance in the tools. Support the Cost Recovery process with Sourcing, Procurement and Project Controls.

People Management

•Lead and manage the quality function to ensure performance standards, annual objectives, policies and procedures are met

• Functionally manage Project Quality Managers: Hire, train, evaluate and develop people in the team

• Ensure the team has the right level of know-how and competency to perform their responsibilities through coaching and development.

•Develop best practices

• Regularly manage and review performance of employees

Qualifications/Requirements

• Engineering Degree with minimum 12 years of relevant experience is must

• Experience in process improvement methodology LEAN is a must

• Ability to influence and drive change within the organization

• Exceptional analytical skills to assess quality metrics and identify areas for improvement

• Ability to communicate complex quality concepts to various stakeholders

• Ability to demonstrate capability to integrate quality initiatives into the overall business strategy is a must

Desired Characteristics

• Experience in Quality ideally within companies that deliver projects with civil works as part of the scope

• Customer driven mindset

• Experience in Transactional Lean (Process, Projects, Functions, etc)

• Leadership skills to drive Project Managers and Site Managers in process compliance

• Communication Skills to keep Region informed about Standards and results (KPIs)

• Experience in Project Management or any other function under Project Execution (Construction, Engineering, etc)

• Knowledge & experience in Lean principles

• Demonstrates ability to lead continuous improvement actions with strong portfolio and project management

• Experience of management and of leading by influence within a matrix organization

• Knowledge of ISO 9001 philosophy and principles

• Ability to analyse processes and drive process re-engineering for a higher performance

• Ability to dig down into causal analysis to identify root causes of non-quality

• Ability to seek customer needs to guide any improvement initiative

• Understand key drivers of Project Delivery, Product Quality, Product Development and Delivery Life Cycle

• Ability to coach and to shape a vision and communicate it with enthusiasm

• Demonstrates a high degree of personal and professional integrity

• Ability to occasionally work non-standard hours to accommodate business needs