Total Quality and Incident Advisor at MEBS Global Nigeria

Responsibilities

• The Total Quality Incident Advisor is a key member of the Total Quality Management department that provides support across project units to facilitate prompt identification and reporting of incidents, and coordinate response by various stakeholders to manage and resolve all project related 3PL incidents.
• The Total Quality Incident Advisor will coordinate cross-functional project teams in managing the various phases of incidents resolution and work closely with the MEAL advisors in translating incident resolution into project learning and continuous process and operational improvement.
• The Incident advisor will assert his role with the Senior Manager, Total Quality Management in ensuring prompt investigation, tracking and close-out of all incidents. The role will manage the project’s database of all 3PL related incidents and follow through on all claims and financial reimbursements due to the project. The role is critical in ensuring the project fulfils incident reporting requirements to the Global Fund Principal Recipients, the national health programmes, the Global Fund Country team and the Office of the Inspector General of the Global Fund.
• The Incident Advisor will produce local operational documentation such as processes, operational instructions, and other information to support incident management for the MEBS 4PL project.
• The Incident Advisor reports directly to the Senior Manager, Total Quality Management but will work collaboratively with other departments, foremost among which is the Supply Chain Operations department, Procurement department and the finance departments.

Specific Responsibilities

Strategic Quality Management:

• Constantly review project incident dashboard, track implementation of agreed corrective and preventive actions (CAPA) and share update with stakeholders.
• Conduct and publish weekly analysis of pending Incident resolution tasks and follow up with responsible teams to drive timely completion of tasks.
• Continuously review new incident reports from the project team to ensure completeness and availability of necessary information and documents required for incident resolution. Work under the guidance of the Senior Manager, TQM to co-create and assign appropriate corrective and preventive actions (CAPA) to resolve incidents.
• Provide technical support to technical teams and project counterparts on incident monthly data to support MEAL advisor to create a data-rich presentations and project reports.
• Support the tracking and updates of all 3PLs-related incidents on the project’s incident management tool and liaise with the supply chain operations and risk team in ensuring incident management underlays 3PL performance and contract management.
• Any other tasks assigned by the Senior Manager, TQM.
  Collaborate with the various project department to ensure compliance with reporting requirements for TQM related incidents.
• Liaise with the transport and warehouse 3PLs in following through the resolution of all project incidents, ensuring quality related incidents are managed through the projects Quality Incidents Management protocol.
• Proactively engage the compliance and risk team to identify and manage the project risk register and risk management framework and support the 3PL invoice reviews to identify and elevate unresolved financial claims attributed to operational incidents by the 3PLs.
• Provide critical support to the Supply Chain Operations departments in vendor performance management by supporting the development of the performance scorecards and co-chairing the bimonthly 3PL performance review meetings.
• Liaise with Senior Manager, TQM and Procurement department in the selection and contract renewal of 3PL.

Training and Development:

• Track training programs and workshops to equip staff with the knowledge, skills, and tools necessary to uphold quality standards and contribute to quality improvement initiatives will be a priority for the Senior Manager for Total Quality Management.
• Follow up with planned trainings, workshops and ensure training records and associated documentation are maintained via individual training folders and kept audit ready.

Issue Resolution and Communication:

• Provide quality-related data and trends for the Senior Manager, Total Quality Management to ensure clear and transparent communication with internal and external stakeholders.
• Support timely capture of operational incidents through daily review and sharing of reports.
• Support follow-up of incident management action owners across assigned teams and states offices.
• Support update of units’ dashboards with data based on stipulated schedules. Provide hands-on support to staffs on incident management issues especially relating to login access and navigating the project incident management dashboard.
• Provide hands-on support to assigned central team on activities related to incident management tasks including procurement, Finance and Supply Chain Operations.
• Develop the bimonthly incident tracker and update the incident sections of the bimonthly operational report to the Global Fund and country stakeholders.

Continuous Improvement:

• Provide systematic analysis of incidents trend and develop learning and continuous process improvements recommendations to the project senior management team.
• Work closely with the MEAL Advisors, the Compliance, risks, and audit department as well as Supply Chain Operations in ensuring project learning from operational incidents are deliberately structured into the project wide learnings and operations improvements initiatives.
• Support the MEAL Advisors in the documentation and development of knowledge experience, and to produce learning materials that will be archived for internal use within the context of the contract in Nigeria and subsequently for implementation of the 4PL strategy for other funders in Nigeria and other countries.

Qualifications

• Bachelor’s degree in Public Health, Public Administration, Social Sciences, or related discipline is required. Advanced degree is an advantage.
• At least five years of experience in managing complex 3PL-related operations in developing country context.
• Demonstrated experience in coordinating and achieving results with high-performing cross-functional teams with demonstrated supervisory, collaboration, and team-building skills.
• Excellent project management and facilitation skills.
• An ability to engage with multiple stakeholders and achieve successful outcomes.
• Strong interpersonal, writing, and oral presentation skills in English required.
• Proficiency in Microsoft Word, Outlook, Excel, PowerPoint, and other data visibility applications.

Interpersonal Competencies:

• Ability to work with other team members, flexibility, decisiveness, attention to details and personal integrity.
• Excellent written and verbal communication skills.

Language:

• Fluency in English (speaking, reading, and writing).