Senior Manager, Quality Assurance

**Additional Information**
**Job Number**25139569
**Job Category**Rooms & Guest Services Operations
**Location**Singapore Regional Office, 2 Harbourfront Place #06-08, Singapore, Singapore, Singapore, 098499
**Schedule**Full Time
**Located Remotely?**N
**Position Type** Management

**JOB SUMMARY**

The Senior Manager, Performance Improvement & Development (SMPID), Residential Operations leads and facilitates three key components for quality assurance, learning delivery and pre-opening support. This position is responsible for driving performance improvement, meeting well defined goals, and sustaining results for all Marriott International Residential brands within the continent. Additionally, this position is responsible for ensuring effective training is in place to enable the achievement of desired business results. The SMPID facilitates the delivery of all training programs either in person or in a virtual setting and measures the effectiveness of training to ensure a return on investment. The SMPID leads and facilitates all pre-opening activities including supporting the continent leader and pre-opening property leader and orchestrating and leading the property opening countdown process. The SMPID partners with Residences Senior Director, Performance Improvement & Development (SDPID), the Area Directors of Residences, Area Residences General Managers, Regional Directors of Residences, Vice Presidents of Residences, and the property Leadership teams to establish key metrics to evaluate sustainable results.

**QUALITIES**

**_FOUR PILLARS OF OPERATIONAL EXCELLENCE_**
- Develops strategies, structure and executes activities to drive and continually improve performance in all Four Pillars of Operational Excellence using our Balanced Scorecard tool._
- Pillar One: Owner and Employee Engagement
- Pillar Two: Association Governance
- Pillar Three: Financial Excellence
- Pillar Four: Property Management

**_LEADERSHIP_**
- Lives the Marriott philosophy and emphasizes the importance of company values on a daily basis. Models the culture for each brand in all interactions with employees.
- Provides leadership of the quality tools, change management, and project management tools to all members of the quality improvement teams and property’s senior leadership.
- Identify improvements, anticipate challenges, and create a quality improvement strategy that delivers a competitive advantage.
- Protect and strengthen Marriott’s competitive advantage by advocating and supporting sound business decision-making.

**_BUILDING RELATIONSHIPS_**
- Build effective working relationships with each property’s senior leadership team, operational leaders, and other key leaders within the company.
- Collaborate with hotel Quality and Learning Teams to ensure Residential knowledge and quality is delivered at the highest level at co-located properties.
- Work with DPID and corporate to facilitate information exchange and new processes and procedures.
- Sell ideas persuasively and influence without direct authority. Negotiate skillfully in tough situations, settle differences, and win concessions without damaging relationships.

**_MANAGING EXECUTION_**
- Accomplish desired results by setting priorities, effectively managing through people and processes utilizing reliable tools, and leveraging resources and other parts of the organization.
- Hold high performance expectations, willingly own results, and hold others accountable. Assign clear accountability and provide both the authority and resources to ensure that individuals deliver desired contributions and results. Monitor implementation to assure success and accountability for results.
- Administer and deliver core training initiatives in compliance with corporate training and development standards.
- Ensure quality and learning brand standards are adhered to.
- Ensure best practices are captured and shared within the portfolio and up to corporate.
- Support all pre-opening activities and corporate leadership including planning and conducting a property countdown.

**_GENERATING TALENT AND ORGANIZATIONAL CAPABILITY_**
- Ensure that all quality improvement team members knowledge and skills are enhanced through increased knowledge of the quality sciences (i.e. data analysis, decision making, change management).
- Identify employees with an interest in global residential operations both internal and external to the company.
- Promote an environment to rapidly assimilate new information. Improve business performance and create a culture of candor to drive excellence.
- Actively pursue learning and self-development to enhance personal, professional and unit growth.
- Keep abreast of newest trends and innovations in the industry & quality and learning fields.
- Seek and welcome feedback. Take action to enhance performance based on experiences and coaching

**RESPONSIBILITIES**
- Responsible for implementing property scorecards to measure.
- Responsible for initiating problem-solving commun