Head of Department – Performance Management

Are you a results-driven leader passionate about driving organizational excellence? We’re looking for a Head of Department (HOD) – Performance Management to lead and oversee the performance, quality, and productivity strategies across our teams. If you thrive on enhancing standards, analyzing metrics, and implementing impactful solutions, this is the opportunity for you!

About the Role
As the HOD for Performance Management, you will be at the forefront of shaping and optimizing the performance framework within the organization. Your role will involve setting standards, analyzing key performance indicators, and leading initiatives to boost quality, efficiency, and customer satisfaction. Collaborating with Quality Assurance Teams (QATs) and other departments, you will drive a high-performance culture built on innovation and accountability.

Key Responsibilities

1. Leadership in Performance and Quality Management
- Design and implement performance management systems and KPIs that align with organizational objectives.
- Lead QATs and collaborate with advisors to ensure consistent quality and productivity standards.
- Conduct root cause analyses to resolve recurring issues and improve outcomes.
- Monitor and analyze quality metrics using tools such as PowerBI to ensure process compliance and customer satisfaction.
- Set clear expectations for teams, fostering accountability and continuous improvement.

2. Data-Driven Decision Making
- Evaluate performance, quality, and complaints data to uncover trends and opportunities for enhancement.
- Develop and present insightful dashboards and reports for senior management.
- Recommend actionable strategies to improve overall organizational efficiency and effectiveness.

3. Talent Development and Capacity Building
- Partner with HR and Learning & Development to address skill gaps and implement training programs.
- Champion leadership development initiatives to prepare high-potential employees for future roles.
- Support team members in creating growth and career development plans through structured feedback.

4. Process Innovation and Quality Enhancement
- Identify and lead process improvement initiatives to drive productivity and quality gains.
- Conduct root cause analyses, ensuring effective corrective actions for quality issues.
- Maintain robust monitoring systems for tracking performance and quality metrics consistently.

5. Cross-Functional Collaboration
- Collaborate with other HODs and departments to address quality and performance challenges.
- Align organizational processes and standards for seamless cross-departmental cooperation.
- Serve as a key link between senior leadership and operational teams, ensuring alignment on goals and expectations.

6. Strategic Planning and Technical Expertise
- Develop long-term strategies to enhance team performance and operational efficiencies.
- Leverage advanced knowledge of company systems and tools to streamline processes.
- Lead by example, mentoring teams on process excellence and best practices.

What We’re Looking For
Key Attributes
- Strategic Leader:Visionary with a focus on long-term impact and organizational growth.
- Analytical Thinker:Skilled in interpreting data and driving informed decision-making.
- Innovative Problem-Solver: Adept at identifying root causes and implementing sustainable solutions.
- Effective Communicator: Builds trust, fosters collaboration, and inspires teams.
- Proactive Mentor: Passionate about talent development and upskilling employees.

Qualifications
- Education: Bachelor’s degree in Business Administration, Operations Management, Quality Assurance, or a related field.
- Experience:At least 5 years in performance management, quality assurance, or operational leadership, with 2+ years in a managerial capacity.
- Certifications:Quality or performance management certifications are an advantage.
- Technical Skills: Proficiency in data analysis tools like PowerBI, Excel, and performance tracking systems.
- Soft Skills:Exceptional organizational, problem-solving, and leadership capabilities.

Why Join Us?
- Lead a key department in a fast-paced, customer-centric organization.
- Influence company-wide strategies and initiatives to drive success.
- Work in a collaborative environment that values innovation and growth.

Job Type: Full-time

Application Deadline: 2024/11/29