Applies expert knowledge and extensive experience to deal with variations in work conditions and operations to solve complex and diverse problems.
Leads the development and implementation of quality at the Global Service Center (GSC) site in support of Process and GSC strategies.
Reports to management on quality results and overall site
Proactively manages approved project budgets. Makes recommendations that impact how financial resources are generated or spent.
Uses expertise and project leadership skills to lead project teams with clearly defined roles within Quality and overall Performance.
Collaborates with management to determine priorities and timetables, and may provide performance feedback on team members.
Accountable for the activities and results of Quality and Performance Measurement. Proactively communicates project direction and status.
Handles non-routine and difficult inquiries where the solution is not immediately apparent. Develops solutions for multi-
faceted, interrelated, and complicated problems, which require strong analytical skills and significant interpretation of data.
Most complex problem solving may require conceptual thinking to assess options, making decision by applying extensive experience and knowledge of related and non-
related precedents, practices and policies to solve significantly different problems.
Has a major impact on the direct work group / team, as well as the next higher organizational tier. Decisions may affect the operational effectiveness of multiple work groups or teams, programs in the department, and / or related activities within the direct functional area.
Work tasks encompass leadership for a specific within the direct functional area of specialty and / or concepts within multiple disciplines / practices which may include more than one department / location.
Working tasks might include : Provides input to the development and management of the Quality StrategyDevelop a global approach, including all associated processes and tools.
Train and Coach all GSC site Operations Managers on Quality and Performance Measurement approaches. Ensure timely completion of activities and deliverables so reporting can be completed globally.
Ensure quality and measurement approaches are embedded in the Service Transition approach for end to end quality assuranceManage the performance reporting processes for the site, understanding trends across process areas and opportunities for improvement.
Monitors and drives adherence to service level agreements and established quality targetsImplement advanced service quality planning strategies;
Recognize and avoid quality risks and issues at early ageImprove quality of service through Lean Six Sigma, Agile Management, Re-
engineering, Kaizen, Process Excellence and drive a culture of innovationPlan, execute and evaluate a wide range of internal reviews and facilitate group / external audits.
Create and manage the documentation across process areas. E.g Process Maps, SOPs. etc.
Provides input to the creation of GSCs business development strategy (approach, customer value, proposition, delivery, performance monitoring) to attract new processes to be transitioned into the GSC.
Incumbent typically communicates with internal and external clients on a medium to lower level, such as department heads, and occasionally area / business leaders.
As an expert, the employee also provides consulting assistance to senior management. Serves as representative of the work group or team to management as appropriate.
Negotiates and counsels at an expert level with an audience which may not be knowledgeable in the subject area. Demonstrates solid persuasion skills and manages differing interest and perspectives.
Actively participates in relevant corporate programs / initiatives, complies with professional and quality standards, complies with corporate policies and procedures, and acts in a manner consistent with 3M’s values and ethical standards.
A Bachelor level university / college degree is generally required
At least five (5) years of experience in a multi-national business on a managerial position
Minimum 10 years overall professional experience. 5 years directly in relevant IT Quality function. 8 years total IT background with at least 2 years of IT service delivery
Strong communication, presentation and public speaking skills
Goal-oriented, solution-focused change agent with proactive approach to problem solving
Experience influencing others without direct reporting relationship
Experience managing relationship with stakeholders at various levels of the organization
Excellent knowledge of quality management concepts and process improvement methodology (Lean Six Sigma, Agile, Innovation Management, CMMI, TQM,etc.)
Good knowledge of service delivery quality model is highly preferred
Experience in various Quality Management System is required quality management using SAP is highly preferred
Excellent written and verbal communication and customer-service skills
Knowledge of computer programs and corporate systems relevant to the assigned area of responsibility is normally required
Requires the ability to communicate in written and spoken English.