Quality & Operations Manager, Program Management

Managed Programs · Hong Kong, Quarry Bay
Department Managed Programs
Employment Type Full-Time
Minimum Experience Mid-level

The Quality & Operations Manager, Program Management will be a key contributor to the customer social and environmental responsibility program. The position will support the customer and will develop relationships with key partners globally to drive social compliance initiatives. They will work in partnership with the Senior Manager and other staff to meet customer expectations and execute against our SOW obligations. The position will help to represent the customer externally with suppliers and service providers and internally with ELEVATE delivery teams.  They will report directly to the Senior Manager, Program Management and to the Customer for whose program ELEVATE has management responsibility. 

A dynamic and instinctive individual to contribute to a clients’ social responsibility program and needs. The Global Coordinator role is responsible for executing the customers program. They will be responsible for monitoring and ensuring the assessment plan is executed against expected timelines, communicating directly with suppliers before and after assessments and working closely with the program lead to shape the program.



Responsibilities:

  • Act as expert on specific client requirements and manage program internally, including providing clear guidance for staff, responding to inquiries, regularly calibrating teams, monitoring systems, and updating guidance documents
  • Maintain internal guidance, standard operating procedures and instructions that allow us to meet client expectations and SOW obligations especially those that pertain to quality and monitoring
  • Support the ELEVATE on-boarding team to move the client from the sales process to implementation
  • Establish a Quality Management System to monitor the Service Level Agreement (SLA) metrics agreed with client
  • Ensure competency and consistency in delivery with a goal of operational excellence
  • Ability to identify and resolve issues proactively; analyze issues and provide meaningful corrective actions that address the root cause and prevent reoccurrence  
  • Provide trainings and calibration to internal teams as needed
  • Ability to think critically and provide constructive feedback to internal teams and client
  • Work together with the ELEVATE Program Manager to develop and deliver regular reporting on performance that aligns with SLA to client
  • Proactively use ELEVATE and customers data systems to anticipate and resolve issues
  • Identify trends and potential risk and alert client as needed with suggestions
  • Provide performance updates as needed internally and to client
  • Build data from systems into the QMS, analyze data to identify areas of improvement
  • Ability to travel for business development and client meetings as needed
  • Interacting and working closely with customer regional hubs (North Asia, South Asia, Americas, EMEA) and Sales Offices (US, Europe). Willingness to communicate during non-traditional working hours.
  • Work closely with a global team of staff within ELEVATE supporting the Customer to meet expectations and SOW obligations



Qualifications:

  • 3+ years of experience, with experience in the Ethical Sourcing/Labor Compliance/Environmental arena either for a brand/retailer or service provider
  • Understanding of the limitations of most brand compliance programs in order to help add additional value through alternative scheme application and recommendations preferred
  • Creative and entrepreneurial minded
  • A flexible attitude and ability to adopt and embrace changes quickly
  • Ability to work independently
  • Extreme attention to detail
  • Excellent written and verbal English
  • Analytical skills and ability to identify risk
  • High level of integrity and honesty
  • Pro-active, self-starter with ability to organize, prioritize and execute multiple projects across multiple stakeholders simultaneously, in a deadline-driven environment
  • A passion for social responsibility and belief in making a difference
  • Proficient user in Microsoft Word, Excel and PowerPoint

Thank You

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  • Location
    Hong Kong, Quarry Bay
  • Department
    Managed Programs
  • Employment Type
    Full-Time
  • Minimum Experience
    Mid-level