Quality and Fulfillment Program Manager, Apac

**Job Details**

**Who we are**

Johnson Controls is the global leader for smart, healthy and sustainable buildings.

At Johnson Controls, we’ve been making buildings smarter since 1885, and our capabilities, depth of innovation experience, and global reach have been growing ever since. Today, we offer the world’s largest portfolio of building products, technologies, software, and services; we put that portfolio to work to transform the environments where people live, work, learn and play.

This is where Johnson Controls comes in, helping drive the outcomes that matter most. Through a full range of systems and digital solutions, we make your buildings smarter. A smarter building is safer, more comfortable, more efficient, and, ultimately, more sustainable. Most important, smarter buildings let you focus more intensely on your unique mission. Better for your people. Better for your bottom line. Better for the planet. We’re helping to create a healthy planet with solutions that decrease energy use, reduce waste and make carbon neutrality a reality.

Sustainability is a top priority for our company.

We committed to invest 75 percent of new product development R&D in climate-related innovation to develop sustainable products and services. We take sustainability seriously. Achieving net zero carbon emissions before 2040 is just one of our commitments to making the world a better place.

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**Roles and Responsibilities**:
The position reports to the APAC Project Delivery Quality and Fulfillment Leader and is a key contributor who will manage planning and governance for quality and fulfilment excellence. The position has high visibility and will work closely with other functions and regional project delivery teams.

**What you will do**:
Conduct end-to-end process gap analysis and identify critical-to-delivery (CTD) and critical-to-quality (CTQ) process requirements based on major pain-points, challenges and slippages.

Plan, analyze and identify planning initiatives for quality and fulfilment excellence based on critical-to-delivery (CTD) and critical-to-quality (CTQ) process requirements.

Plan and manage the governance process for adoption and enforcement of the processes / templates / checklists and feedback gathering from users to ensure process efficiency and compliance, leveraging support from APAC and regional stakeholders.

Plan and in a structured manner, manage the continuous improvement of the efficiency and effectiveness current practices and processes:

- Benchmark results and processes within APAC region, within JCI globally and externally.
- Plan and manage the identification, collation and socialization of best practices and lessons learnt in driving quality and fulfilment excellence
- Plan and implement a structured method to effectively document and share lessons learnt / best practices in driving quality and fulfilment excellence

Support the quarterly and yearly functional strategic planning process to define the key focus areas for the APAC quality and fulfilment team.

Plan and carry out structured analysis to support forward-looking risk forecasting and anticipation based on internal reports and market insights.

Working closely with the Quality Program Manager, drive the effectiveness and the process efficiency of the NPS program:

- Document and analyze feedback, lead time and challenges for monthly NPS activity
- Analyze the detailed feedback & hot alerts received monthly via the NPS program and develop action plans to address the feedback effectively
- Analyze and correlate the NPS performance with the performances of other customer-related key
- KPIs in APAC in a structured manner i.e. secured performance, rate of returning customers etc.

Working closely with the PMO team, plan and manage the performance standards for quality and fulfilment excellence, ensuring continuous improvement of the standards in-place as well as compliance to the performance standards being set.

Plan and conduct periodic audits and process confirmation activities to ensure process compliance.

Develop scorecard for tracking process compliance and KPIs related to quality and fulfilment excellence, highlighting gaps, action plans and ensure execution of actions.

Support development of presentations, executive summaries and case studies for engagements and discussions as needed

**What we look for**:

- Supply Chain / Operations experience
- Minimum bachelor’s degree
- Experience leading and leveraging resources in a cross-functional and diverse setting
- Structured communicator and excellent stakeholder management skills, both written and verbal
- Strong analytical and problem-solving skills required
- Business acumen and understanding of organizational issues and challenges

**_Diversity & Inclusion _**
- Our dedication to diversity an