OPERATIONS:

• Establish, operate and evolve the process and quality framework including pre, post launch assurance of Value Added Services (VAS) , and monitoring quality of service framework of the group, SBUs and SSUs

• Ensure the comprehensive documentation and revision control of organisational processes and related documents to quality management system of group, SBUs and SSUs 

• Ensure the comprehensive documentation and revision control of Key Performance Indicators (KPIs), Process Performance Indicators (PPIs)and their internalisation within the process framework for the group, SBUs and SSUs

• Maintain and evolve the quality system framework across the group, SBUs and SSUs with a view of achieving continual improvement of processes, systems and product/services

• Maintain the pre, post launch assurance of Value Added Services (VAS) and monitoring quality of service framework across the group, SBUs and SSUs with a view of achieving first to introduce services without compromising on quality

• Establish a responsive and business sensitive framework for the regular review of processes and organisational constructs in keeping with the evolving business environment and the output of group performance management systems

• Establish and operate a framework for the regular review of organisational design

• Put in place and operate a flexible and business responsive framework with respect to the design and application of performance motivators at all levels of the group, in keeping with outputs of the performance management systems and with a view to optimising group performance

• Develop and maintain advanced information systems relevant to the maintenance of up  to date process maps, shared service interactions, Key Performance Indicators (KPIs), Process Performance Indicators (PPIs) and other performance drivers and motivators.

• Apply continuous innovation to the tasks set out above with a view to delivering maximum efficiency with respect to the operation of the unit

• Ensure continuous updating of skill sets within the unit in keeping with supporting technology advancements

• Develop and maintain performance management systems, quality management systems and cost control systems in order to ensure optimum performance by the unit

• Develop and execute multi-skill development programmes so as to deliver a cost efficient centralised process and quality management system

• Keep abreast with latest development in quality and process related changes in business environment in order to verify viability of implementing same in group, SBUs and SSUs 

• Ensure the external and internal environments are scanned, quality and processes related strategic issues are highlighted to implement same at group, SBUs and SSUs as BPs

• Ensure Internal and External Quality Audits held on time and the necessary actions are effectively implemented for the deviations highlighted.

• Establish, operate and evolve CRM functions with regard to complaint management  with comprehensive resolution within standard resolution time

• Ensure proper corrective and preventive actions are initiated and effectively closed to prevent them occurring and reoccurring in group, SBUs and SSUs

• Ensure that Pre-Launch Assurance participation of projects from concept initialization stage

• Ensure valid test cases are identified by the development team in time enabling the final output to be bugs free.

• Ensure that the products are comprehensively checked, issues are resolved before issuing the final Pre-Launch Assurance certificate 

• Establish a responsive and business sensitive framework for regular review of pre, post launch assurance of Value Added Services (VAS)  and monitoring quality of service.

• Ensure the control of post launch assurance by obtaining feedbacks from CMU reports, continuous service monitoring and testing programmes with customers

• Ensure timely feedbacks are given to New Product Development (NPD) for relevant changes to be done to product launched based on post launch monitoring conducted

• Ensure that planning for device testing is done well in advance

• Ensure coordination with internal divisions (including SBUs) and external parties to take place as plan in to order the capture all required information with regard to device testing

• Ensure timely submission of reports on device testing

• Ensure continuous updating of skill sets within the unit keep up with supporting technology advancements

• Develop and execute multi-skill development programmes so as to deliver a cost efficient centralised product quality assurance system

• Ensure the Business Plans of the Quality systems are executed as planned