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Quality Manager

Date: 12-May-2022

Location: Hyderabad, IN

Company: GMR Enterprises Pvt Ltd GMR Group

JOB PURPOSE

To help create and sustain a culture of seamless knowledge sharing, collaboration, idea generation & implementation across business functions; to ensure effective deployment and execution of 5-pillar KM strategy and Idea Management System with the focus to support strategic initiatives at DIAL to meet the business goals; along with the measurement of the effectiveness of KM interventions on a regular basis.

ORGANISATION CHART

KEY ACCOUNTABILITIES

Operational Excellence

The development, promotion, continuous management, and review of a culture of service quality based on the outcome of operational excellence & customer satisfaction

Prepare and publish key management reports for review and process measurement

ACI ASQ Survey (Departures)

Lead and coach the ASQ coordinators from (outsourced staff)

Organize regular meetings with internal and external stakeholders to review the performance of the ASQ Program.,

Assist the Head (ASQ & Process Excellence) to implement various quality initiatives to sustain and enhance the overall operational performance,

Effectively monitor quality issues and flag them for escalation and closure

Advise Management on industry trends, benchmarking with other Industry leaders and airports of same size and advise new initiatives and best practices within the industry.

Prepare and manage ACI ASQ onsite Audits as and when scheduled (new)

Undertake Internal improvement surveys and drive focus Group discussions (FGD) to improve ACI ASQ parameter scores

ACI ASQ Survey(Arrivals)- This will be added from FY 22-23

Implement and maintain the processes and systems to ensure effective & efficient Integrated Management System (ISO - 9001, ISO - 14001, ISO-10002 and (OH&SMS 450001)

IMS trainings: Provide Internal Trainings to departments on a periodic basis

Enhance the skills of Internal IMs auditors by retraining and external trainings in coordination with HR

Scope Enhancement: The scope of IMS certification has been extended to Company Secretarial function & GTD since 2019-20. This has led to an addition of 30 more processes and its mapping and contro

Support in 5 s Audits

Support in Award applications documentations

Support in Skytrax Rating

EXTERNAL INTERACTIONS

  • Coordinate with various Stakeholders like CISF, concessionaires, immigrations, Airlines for ASQ score improvement etc. and  for passenger experience initiatives

INTERNAL INTERACTIONS

Coordination with internal departments like Operations, Business Development, etc. for IMS internal and external audits and process excellence initiatives

FINANCIAL DIMENSIONS

  • Departmental Budget Allocation
  • Project Costing
  • Vendor Negotiation skills

OTHER DIMENSIONS

Good verbal and written communication skill

EDUCATION QUALIFICATIONS

  • Graduate with IMS background (certified internal/external Auditor),basic knowledge of statistics
  • Preferably a six sigma green belt
  • Graduation/Post Graduation  in technical background will be an added advantage

RELEVANT EXPERIENCE

  • 7-8 years of relevant experience in manufacturing/services or consulting firm at a middle managerial position
  • Should have Background in IMS audits, Visual audits, Floor Audit, Walkthrough Audits etc./
  • Candidates from Quality and service delivery /customer experience /Customer Services domain will be preferred
  • Fair understanding of various Customer Experience Tools and Presentation skills
  • Experience in Airport Sector/ Airlines will be an added advantage.
  • Excellent oral and written communication skills

COMPETENCIES

  • Business Insight: Ability to understand the implications of Business decisions and strive to enhance organizational performance. | Interview
  • Managing Performance: Effectively monitors and measures performance. Develops people and drive results. | Interview
  • Decision Making: Ability to systematically think through a problem and its component parts, garner relevant information and not taking things at face value. | Interview
  • Team Leadership, Teamwork & Interpersonal Influence: Capability to develop & converge individual potential to execute team objectives. Effectively intermingle and relate with individuals in a positive manner. | Interview
  • Communication: Ability to listen, interpret, simplify complex concepts, thoughts & ideas in verbal / non verbal form. | Interview
  • Execution and Operational Excellence: Ability and desire to execute with attention to detail, speed, accuracy and consistency | Interview
  • Personal Effectiveness: Demonstrating responsibility & reliability through actions to manage critical and challenging situations. | Interview
  • Problem Solving: Ability to identify solutions exploring different options in gathered information. | Interview
  • Innovation
  • Managing Change and ambiguity by creating Win-Win
  • Stakeholder Focus
  • Networking
  • Execution & Results
  • Teamwork & Interpersonal influence
  • Problem Solving & Analytical Thinking
  • Planning & Decision Making
  • Determination(Contextual and Flexible)
  • Capability Building
  • Strategic Orientation
  • Personal Effectiveness
  • Learning Ability
  • Making & Navigating proposals
  • Entrepreneurship
  • Social Awareness
  • Scanning, Networking & External orientation
  • Service & Quality Delivery