Manager, Service Quality & Ops Support

Job Purpose
The incumbent is to act as key point of contact to Sentosa Express in all aspects of implementing, maintaining and continuous improving on the Quality Management System within Sentosa Express for Operations, Maintenance, and Service Excellence.
She/he will work on improvement projects that implement Quality Management Framework, Compliance Framework and Competency Management Framework across all departments within Sentosa Express and align with SMRT strategy.

Responsibilities

• Oversee internal processes and procedures to ensure compliance to internal and external Quality standards and policies.
• Manage the quality-related reports and other documentation on quality.
• Oversee the review of documents such as Quality Procedures (QP), Operation Procedure (OP), Work Instructions (WI), etc., and ensure it is timely carried out and completed as required.
• Provide support and coordination with various stakeholders for audits external to Sentosa Express (e.g., ISO and LTA audit).
• Provide regular Quality updates to Sentosa Express management and Strides International/SMRT Groups senior management.
• Develop, implement, and manage the quality audit plan to conduct regular internal audits to ensure quality standards are met and maintained.
• Monitor findings from audits and checks conducted by the line itself, as well as from audits and checks conducted on the line.
• Ensure closure of findings with implementation of adequate control measures and actions.
• Promote awareness and updates on Quality via various means e.g., staff engagements, meetings and electronic media (e.g., Workplace).
• Provide regular updates relating to quality matters and ensure updated information is timely communicated to all.
• Oversee Continuous Improvement activities and work with Kaizen Representatives to update management on Kaizen project submissions and saving status.

Qualifications & Work Experience

• Bachelor’s degree in Engineering or Management discipline required.
• Minimum 2 years of experience in Service & Quality.
• Knowledge of Operating, Maintenance and Rules and Regulations governing the railway industry. Experience in operations & maintenance environment or railway industrial is preferred.
• Strong knowledge and experience in Quality Management System.

Skills

• Trained and competent on Quality Tools.
• Highly developed team facilitation and leadership skills.
• Familiar with continuous improvement tools such as Kaizen.
• Must be able to communicate effectively with colleagues and staff at all levels, and with internal or external customers such as operation and transport authority officials.
• Ability to influence individuals and teams to achieve desired goals and objectives.