Overall responsibility and accountability for the development and institutionalization of the quality, risk, and compliance (QRC) program of our APAC Work Dynamics business in close coordination with Workplace Management, Markets, and Regional Operations. Guarantees the continual compliance to quality and risk standards for product and service delivery, and enables and sustains processes to ensure reliability and consistency of QRC programs supporting operations. Responsible for implementing QRC and strategic operational goals to exceed customer expectations for product and service quality, cost and delivery, and supporting operational excellence for internal and external operations. Work closely with internal and external key stakeholders, providing expertise, coaching, and analysis of improvement opportunities and corrective actions. Responsible for all areas of the QRC audits within the region, and provides independent review and evaluation of compliance posture across internal operations and client service delivery as appropriate. Lead implementation of the global quality management and risk management systems within region, striving for best in class business practices to deliver to the customer’s expectations and manage teams and projects across the business. S/he will provide clear leadership and vision, inspire and motivate staff to achieve excellence. Monitor and report QRC Key Performance Indicators across all areas of the business, and applies appropriate analytical tools and models to trend and identify opportunities for improvement. Provides QRC subject matter expertise to create responses client RFPs for new / expanded services, and defines appropriate resource models for new client engagements. Participates on new client transition projects, and supports quality and risk management program implementations on new accounts.
Job Description
Strategy and Development
Overall responsibility for QRC activities across the Work Dynamics business. Ensure that QRC strategies and processes are in place to meet business objectives and operational needs in terms of price, quality and delivery targets and which enables the company to function and compete effectively in the market and in a sustained manner. Evaluate the risks faced by the business and take action to mitigate and develop opportunities. Contribute to overall business strategy for Quality, Risk Management and Business Assurance to ensure Work Dynamics has a consistent approach that is steeped in ISO and TQM.
Responsibilities
- Coordinate use of the JLL quality management systems (QMS) across all industries and clients within the region, and optimize the use of the JLL QMS to add value and minimize compliance risk for IFM services provided to our clients.
- Create and implement best practice quality vision, strategy, policies, processes and procedures to aid and improve business performance.
- Drive any necessary culture change and improvement in business performance to deliver strategic goals
- Establish quality and reliability standards by studying industry benchmarks and the requirements of customers and research/design and development, and define the metrics required to assess performance against standards required
- Implement new QRC processes and systems where appropriate
- Develop and manage an internal operational audit program to ensure effective internal and external audits happen as well as assessment and audit of subcontractors. Ensure audits are documented, findings identified, and actions are created by responsible stakeholders and tracked through to resolution. Create Quality & compliance, external audit and internal audit reports and dashboards for senior executives.
- Assist in continuous improvement activities throughout the business ensuring that problems are prevented and that customer requirements are met with any problems resolved effectively and economically
- Work to prevent non-conformances, customer complaints, concession and rework alongside Operations to develop corrective and preventative actions within required time-frame
- Liaise with the account management enablement teams in each region to ensure compliance with JLL global client assurance programs. Support account teams with coaching and guidance on quality, risk, and compliance best practices and global standards.
- Continually improve the Quality Management System, updating procedures and train team members where required
- Collate ISO certification by country (ISO 9001 (quality management), ISO 1400 (environmental management), ISO 45001 (occupational health & safety management) to understand current certification and collaborate on development of integrated management system plans for future ISO accreditations.
- The role will require interaction with cross functional SMEs in each of the product delivery areas and participate in the development of the QRC framework at a global, regional, sub-regional and country level by industry to ensure all required playbooks, processes and standard operating procedures are in place, logged, named and numbered correctly on a central register and stored in a central repository
- Provide QRC support to new business development initiatives, and enable quality and risk management programs at new accounts within region and global as needed
- Able to clearly communicate regulatory requirements to relevant clients within the region, and apply these to the compliance systems that JLL will develop for clients in these industries.
- Ensure that corrective actions are delivered and non-compliance issues are resolved on time
- Work with external ISO accreditors to schedule external audits as and when required ensuring key stakeholders, SME’s are aware and available by country as required.
- Develop improvement and communication protocol within all systems and processes across the business Report on QRC activities on a regular basis to the Senior Management team, ensuring accurate and timely reporting of the relevant Key Performance Indicators
- Partner with Environmental, Health and Safety, and Engineering to implement a behavioural approach to safety and a zero tolerance culture
- Develop training materials for quality, risk, and compliance for employees at all levels.
- Work with the transition leader to ensure that the quality and risk framework minimum standards are included in all transitions and in place for go-live
- Other quality, risk, and compliance tasks required to support regional operations.
The Candidate
The candidate should have a technical mindset and proven leadership and management skills with the ability to engage, negotiate, and manage key stakeholders and suppliers. S/he should be a strong and confident negotiator with the ability to engage internal and external stakeholders at all levels, excellent communication, interpersonal and influencing skills as well as excellent analytical and problem-solving abilities. The candidate should be results orientated with ability to plan and deliver against project deadlines commercially and financially astute with experience of managing budgets. An appreciation of and an ability to positively resolve issues arising from different cultures
Experience
- Educated to degree level in a relevant area of study. Bachelors or similar level degree (Desired: Engineering, statistics, or quality discipline or related). Advanced degree beneficial, or equivalent experience
- At least 10 years’ experience in Quality or Operations required, at least 5 leading quality improvement programs
- Demonstrable experience of leading a quality function with a proven track record in strategic quality leadership delivering effective quality strategies, policies, processes and systems and compliance to ISO accreditations
- Experience implementing / managing ISO 9001-certified quality management systems
- Certified Quality Auditor (internal or lead)
- Experience leading/managing a large, complex and geographically dispersed team
- Proven leader with extensive ability to build solid and collaborative relationships with team members that fosters a contagiously quality and compliance CI culture.
- Ability to add value, reduce costs and make business improvements
- Proven project management and cross-functional experience
- Ability to communicate, effectively interface and influence multiple levels of executives and a broad range of internal and external customers
- Chartered Membership of an industry related Professional Body, preferred
- Six Sigma Green / Black Belt experience preferred
- Experience working in cGxP operations, especially related to regulated facilities and equipment, a plus but not required
- Other quality, risk, and compliance tasks required to support regional operations.
Skills
- Leadership Skills:A leader with exceptional communication skills coupled with excellent active listening skills. Ability to clearly articulate messages to a variety of audiences. Establish and maintain strong relationships on all levels of organization and with clients.
Strong cultural alignment: unwavering ethical standards; drives excellence and innately collaborative
Strategic in nature, with a strong bias towards transformation and execution
Inspirational Leader, stimulates action with a balanced leadership style of control and influence
Operates with a sense of urgency
Decisive, willing to take risks
- Influencing and Team work: Ability to influence others and move toward a common vision or goal. Able to work effectively at all levels in an organization. Must be a team player and able to work collaboratively with and through others
- Project Management Skills: Knows how to effectively structure, staff and manage projects and teams to ensure there is clarity of expectation, timely execution, corrective action when needed and successful outcomes.
- Analytical Skills: Has a structured approach to problem solving with a natural inclination for systems thinking, planning strategy and tactics. Experience / qualification in Design Thinking will be of advantage
- Character with high perseverance and resourcefulness required to keep driving and finding ways to get the required steps done. Flexible and adaptable; able to work in ambiguous situations. Resilient and tenacious with a propensity to persevere. Forward looking with a holistic approach
- Client orientation: Keen focus on client needs, acutely focused on improving the client experience. Very high credibility in front of senior client audiences.
Behavioural Competencies
- Strategically adept
- Possesses a customer mindset, internal and external
- Cross-functional, collaborative, and culture-builder
- Results oriented, constantly raising the bar
- Proven leadership in both direct and project environments
