Quality Assurance & Workforce Management Manager

Kuala Lumpur
Permanent
Full-time

1 month ago

Job Description Summary The Workforce and Quality Assurance Manager will oversee the planning, coordination, and implementation of workforce management and quality assurance activities. This role ensures that our workforce is effectively managed and that our quality standards are consistently met. This role partners throughout the CSC organization to identify and lead critical initiatives spanning people, process, and technology by using deep expertise in Lean, Six Sigma, project management, analytics, and business practices. The candidate must have the ability to establish trusting and collaborative working relationships with executive leadership and cross-functional teams of subject matter experts. This deep partnership with critical stakeholders will allow the role to successfully oversee the end-to-end execution of critical initiatives that drive targeted business outcomes and enhance the customer experience. A track record of leading a portfolio of large-scale, cross-functional transformation and innovation initiatives is essential.
To be successful in this role, the ideal candidate:

Is forward thinking — developing processes and technology for a 5+ year vision
Demonstrates a consultative approach to problem solving
Effectively communicates — successfully managing up to the executive level and down and across to the collaborator and subject matter expert level
Understands how to streamline complex processes and drive technology and process transformation using tailored facilitation, influencing, and change management skills
Proactively partners and influences team members across a highly matrixed organization
Has strong skills to manage leadership audiences, set expectations, and influence both goals and results
Sees the big picture and understands the priorities, goals and struggles of both senior leaders and individual contributors
Creates well-rounded, scalable, governance models and reasons for large scale improvements
Thoughtfully juggles multiple competing initiatives through rigorous prioritization and effective communication
Gets up to speed quickly in new areas
Has experience driving both long-term initiatives (e.g., 12+ months) and rapid process improvements (e.g., 1 week)

Job DescriptionAbout BDBe part of something bigger!BD is one of the largest global medical device companies in the world and is advancing the world of health by improving medical discovery, diagnostics, and the delivery of care. The BD MMS Service and Support organization provides technical service and field support to BD’s dispensing customers with a mission that’s focused on knowing there’s a patient at the center of everything we do so our pledge is to deliver exceptional service to our customers.Job DescriptionWe are the makers of possibleBD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.Why Join Us?A career at BD means learning and working alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. You will have the opportunity to help shape the trajectory of BD while leaving a legacy at the same time.To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you’ll discover a culture in which you can learn, grow and thrive. And find satisfaction in doing your part to make the world a better place.Become a maker of possible with us!PurposeThe Workforce and Quality Assurance Manager will oversee the planning, coordination, and implementation of workforce management and quality assurance activities. This role ensures that our workforce is effectively managed and that our quality standards are consistently met. This role partners throughout the CSC organization to identify and lead critical initiatives spanning people, process, and technology by using deep expertise in Lean, Six Sigma, project management, analytics, and business practices. The candidate must have the ability to establish trusting and collaborative working relationships with executive leadership and cross-functional teams of subject matter experts. This deep partnership with critical stakeholders will allow the role to successfully oversee the end-to-end execution of critical initiatives that drive targeted business outcomes and enhance the customer experience. A track record of leading a portfolio of large-scale, cross-functional transformation and innovation initiatives is essential.Specific Duties, Activities and ResponsibilitiesAssociate development 50%Change Management 25%Stakeholder Management 15%Administrative / Other 10%To be successful in this role, the ideal candidate:Is forward thinking — developing processes and technology for a 5+ year visionDemonstrates a consultative approach to problem solvingEffectively communicates — successfully managing up to the executive level and down and across to the collaborator and subject matter expert levelUnderstands how to streamline complex processes and drive technology and process transformation using tailored facilitation, influencing, and change management skillsProactively partners and influences team members across a highly matrixed organizationHas strong skills to manage leadership audiences, set expectations, and influence both goals and resultsSees the big picture and understands the priorities, goals and struggles of both senior leaders and individual contributorsCreates well-rounded, scalable, governance models and reasons for large scale improvementsThoughtfully juggles multiple competing initiatives through rigorous prioritization and effective communicationGets up to speed quickly in new areasHas experience driving both long-term initiatives (e.g., 12+ months) and rapid process improvements (e.g., 1 week)Knowledge, Skills and AbilitiesI. Service Orientation, Initiative, & QualityGrasps precise understanding of quality audit and workforce management objectives & expectationsFosters an open dialogue and maintains an approachable manner and treats others fairly and respectfullyDevelop and implement workforce management strategies to optimize staffing levels and productivityConduct regular quality audits to ensure compliance with company standards and regulatory requirementsAnalyze workforce and quality data to identify areas for improvement and implement corrective actionsCollaborate with cross-functional teams to address quality issues and enhance operational efficiencyTrain and mentor staff on quality standards and best practicesPrepare detailed reports on workforce performance and quality metrics for senior managementII. Associate DevelopmentOnboard, train, motivate and retain talented team membersDevelop influence leaders through practice, policy and feedbackCoordinate lead resources for coverage and change deliverables aligned with initiative prioritiesProvide exposure to cross functional operations and Service and Support leadership to increased knowledge and contextIII. Change ManagementProvide management with project status updates, feedback, and appropriate reporting on key responsibilities and objectivesAchieve buy-in from all decision makers for the successful application of performance excellence / performance improvement. Create team processes for optimizing resultsChampion of CSC and Field workflow, SAP-CRM and SDS policies and proceduresCoordinate communication activities and market the process and results by publicizing goals, plans, progress and results focused on CSC Continuous Improvement/Process ImprovementIV. Customer Management EscalationEnsure continual, clear and relevant communication among team membersLeverage identified operational performance and trends to reduce escalations and complaintsDemand and reinforce high levels of data quality and case management excellence throughout the lifecycle of managed each issuePrioritize and build business case with measurement scorecard for continuous improvement and other programsV. Administrative/OtherTimely completion of any Company or Department required trainingTimely completion of internal company documentationPerforms other duties as assignedRequirements:Bachelor's degree preferred5+ years of experience in management consulting, strategic operations, operational excellence, and/or process improvement5+ years of experience in leading change for continuous improvement and transformational technology and process initiatives in an iterative, cross-functional, and fast-paced environment5+ years of experience in an operational environment; experience with Product implementation & Support organizations highly desiredExperience in workforce management, quality assurance and understanding of standard processes strongly desiredExperience leading Salesforce, CRM or other large enterprise technology changes is desiredStrong MS office skills particularly in advanced PowerPoint, Excel, and Power BIExcellent analytical, problem-solving, listening, interpersonal, and verbal/written communication skillsStrong leadership, group facilitation, emotional intelligence, and project management skillsExperience with successful implementations of complex technology changes / implementationsExperience working in SaaS, Healthcare, Medical Device, Pharmaceutical and/or Engineering environmentsExperience working with Customer Service Call Centers and/or Field Technicians is a plusFlexible in working hours and be available for on call operations supportAt BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.Click on apply if this sounds like you!Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.To learn more about BD visit:Required SkillsOptional Skills.Primary Work Location MYS Kuala Lumpur - Jalan KerinchiAdditional LocationsWork Shift MY2 Night 10p-7a Mon-Fri (Malaysia)

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