Manager, Quality

2 weeks ago


Singapore International Air Transport Association (IATA) Full time

Employment Type:
Permanent

Contract Duration:
About the team you are joining


Reporting to the Head, Quality, the Manager, Quality is responsible for the Global Operations Compliance program, the Exception management process and BCP (Business Continuity Plan) program management as well as the execution of the Quality strategy and Continuous Improvement Program in the Global Delivery Centre (GDC) & Customer Service Centre (CSC) functions in Singapore (SIN).

What your day would be like

  • Represents the Quality function in SIN, to support the GDC & CSC in alignment with the global Quality strategy.
  • Trains the GDC & CSC operational teams on the Quality methodologies and tools.
  • Supports the implementation of certifications according to the global strategy on certifications.
  • Coordinates the Continuous Improvement initiatives applicable to GDC & CSC in SIN and/or globally.
  • Drives and oversees the Global Exception Management Program for GDC & CSC.
  • Supports the Operational teams to ensure Exceptions are logged as per global processes and actions are executed on time.
  • Drives and oversees the Business Continuity Program strategy globally for GDC & CSC for IATA and WebHelp teams including plans and their review, training, budget, representation in any audit (i.e. ISO 9001, ISO 27001, etc).
  • Acts as the coordinator and main point of contact for Business Continuity Management in SIN GDC & CSC operations.
  • Facilitates and monitors the delivery/execution of the BCP Training & Testing Plans by SIN GDC & CSC Operations.
  • Designs an effective Global Compliance Program to the Quality Management System, ensuring full integrity through Key Controls, SOP Live tests, etc, while balancing the need for Customer Centricity.
  • When required, provide support through training and toolkits to other IATA departments in SIN acting as Level 3 of Customer Service, such as Quality best practice, documentation requirements, policy guidance and compliance and adoption of business process management tool worldwide as the tool for ensuring an effective processbased organization.
We would love to hear from you if

  • You have a university degree preferably engineering or data analysis related with a business focus or equivalent work experience.
  • At least 10 years of relevant experience, with at least 5 years' experience in managerial positions with in depth knowledge of the methodologies, tools and concepts of quality management, business continuity planning and continuous improvement methodologies Operations management valuable.
  • Knowledge of the IATA Settlement Systems, Resolutions/Regulations and processes.
  • Familiarity with IATA systems (Salesforce, ICH, ICCS, Treasury Dashboard, IRIS, SAP) and CRM tools.
  • Knowledge of Power BI, reporting and data analysis tools and techniques.
  • Preferred knowledge of ISO 9001 framework.
  • Embraces and is comfortable with change as the means for continuous improvement.
  • Critical thinker with proven experience in problem solving based on data analysis driven decisions
  • Strong data and KPI mindset.
  • Ability to think "outside the box" and challenge the current way of working in order to drive for continuous process improvement. Proven record of providing innovative customer solutions.
  • Excellent planning skills.
  • Good leadership skills and action oriented.
  • Fluency in spoken and written English; knowledge of other languages an asset.
  • Excellent communication and interpersonal skills and ability to interact and with internal and external stakeholders at all levels from different cultures.

Travel Required:
N

Diversity and Inclusion are one of our key priorities and we want to role model it. We are committed to building a team that represents a variety of backgrounds, perspectives and skills in which you can contribute at your best and be who you are. The more inclusive we are, the better we will be able to thrive to represent, lead and service the airline industry. If there is anything we can do to create a more comfortable interview experience for you, please let us know.
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Learn more about IATA's role in the industry, our benefits, and the team at iata/careers/**. We are looking forward to hearing from you
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