Senior Quality Manager at GE - General Electric

Job ID: 3287615
Location: Lagos

Role Summary

• An advocate for our customers, you will ensure that the business understands customers’ priorities and is driving to satisfy their needs.
• You will partner with regional teams & global threads to drive quality improvements that have positive impact on customer satisfaction.
• You will work closely with the Region Quality team ensuring strong alignment to the region strategy & priorities.
• An experienced agent of cultural change, you will be a strong influencer with a track-record of delivery.

Essential Responsibilities
In this role, you will:

• Own the quality team’s relationship with specific prioritized customers, by country and/or by product
• Contribute in a team that develops a standard Customer Quality Scorecard; you will work to develop, implement and maintain that standard Scorecard for the specific customers in your assigned portfolio
• Understand our customers’ greatest challenges as illustrated by the Scorecard, develop and implement a Playbook of action items resulting in increased Customer Experience Index (CXI) through reduction in quality escapes, improved outage planning and rapid issue resolution
• Develop operating rigors with internal stakeholders including senior leadership to review scorecard, monitor execution of improvement plans and escalate challenges as they arise
• In partnership with the P&L, develop operating rigors with the customer to formally feedback progress on periodic basis and ensure continuous alignment on strategy and priorities
• Be the point of contact for regional teams (CPM/CSM, Service Director, Managing Director, Region Quality Leader) for any quality topic related to your assigned portfolio
• Partner with functions to expedite customer specific NCRs and RCAs. Lead resolution of complex, cross-functional and severe NCRs and RCAs
• When required, you will coordinate with Contract Performance Manager/Customer Service Manager (CPM/CSM) the communication of issue resolution to customers
• Ensure specific customer quality issues are captured through Quality Operations tools (NCR, CX surveys, HELP, CoPQ, SEs) and track issue resolution by the owning functions
• Drive Quality Assurance and Prevention for your assigned portfolio through early identification of project and outage risks, mitigation plan, lessons learnt and best practice implementation
• Coordinate local specific customer audits with the QMS team
• Contribute to the execution of the internal audit for your assigned portfolio
• Work collaboratively as a team with other Customer Quality Leaders to share workload and best practices as necessary

Qualifications/Requirements

• University bachelor's degree in Engineering or equivalent experience
• Demonstrated technical / engineering judgment and track record of results
• Minimum 5 years of operational experience (field service, supply chain, engineering, repairs, customer service, etc.)
• Strong customer orientation and willingness to promote customer interests
• Strong, proven previous leadership capabilities; leading teams (directly or indirectly) and driving change
• Proven ability to build relationships and influence stakeholders to become supporters
• Proven ability to work efficiently without direct supervision. Self-motivated with demonstrated ability to motivate others to achieve results
• Clear understanding of the basic roles, functions, and products/services/repairs within GE Power Services
• Ability to communicate requirements and facilitate good practice-sharing in a motivating, engaging way
• A procedure mindset and ability to implement procedures and monitor compliance
• Strong analytical and quantitative skills. Familiar with statistics, six-sigma, quality assurance & quality control and other quality concepts
• Strong oral and written communication skills
• Strong interpersonal and team building skills
• Willingness and ability to travel approximately 50% of the time on average (may include seasonal variability)
• In Nigeria: a valid NYSC discharge or exemption certificate will be required (please indicate clearly on your resume)
• In Nigeria: must have valid authorization to work full-time without any restriction in Nigeria
• In countries other than Nigeria: must have valid authorization to work full-time without any restriction in the role’s location

Desired Characteristics:

• Strong network within Power Services Region, especially Services, Parts, Repairs, Global Supply Chain & Engineering would be a distinct advantage
• GB/BB/MBB certification and/or a proven education or work history in statistical analysis of complex data and measurement systems.
• Master’s degree (MBA) or other advanced learning
• 5+ years of experience in quality roles and/or continuous improvement