Regional Quality, Compliance and HSSE Lead, APAC

Role Purpose

Overall responsibility and accountability for the development and institutionalization of the quality, risk, and compliance (QRC) program of our APAC Work Dynamics business in close coordination with Workplace Management, Markets, and Regional Operations. Strategic leadership of the Health, Safety and Environment (HSE) function across our APAC business, with a particular focus on Work Dynamics and Property Management.

QRC:

• Guarantees the continual compliance to quality and risk standards for product and service delivery, and enables and sustains processes to ensure reliability and consistency of QRC programs supporting operations.
• Responsible for implementing QRC and strategic operational goals to exceed customer expectations for product and service quality, cost and delivery, and supporting operational excellence for internal and external operations.
• Work closely with internal and external key stakeholders, providing expertise, coaching, and analysis of improvement opportunities and corrective actions.
• Responsible for all areas of the QRC audits within the region, and provides independent review and evaluation of compliance posture across internal operations and client service delivery as appropriate.
• Lead implementation of the global quality management and risk management systems within region, striving for best in class business practices to deliver to the customer's expectations and manage teams and projects across the business. S/he will provide clear leadership and vision, inspire and motivate staff to achieve excellence.
• Monitor and report QRC Key Performance Indicators across all areas of the business, and applies appropriate analytical tools and models to trend and identify opportunities for improvement.
• Provides QRC subject matter expertise to create responses client RFPs for new / expanded services, and defines appropriate resource models for new client engagements.
• Participates on new client transition projects, and supports quality and risk management program implementations on new accounts.

HSE:

• Set the overall strategy and lead a team of HSE professionals to ensure the effective implementation of the global HSSE program across all APAC operations.
• Be the key point of contact for the senior regional stakeholders (eg APAC WD Board, APAC PAM SLT) to provide regular performance reporting, and respond in a timely and effective manner to emerging issues

This role will report to the Global Head of HSSEQ, with matrix reporting to the Global Quality and Compliance Lead, Work Dynamics.

What this job involves

Strategy and Development

Overall responsibility for QRC and HSE activities across the Work Dynamics business. Ensure that QRC and HSE strategies and processes are in place to meet business objectives and operational needs in terms of price, quality and delivery targets and which enables the company to function and compete effectively in the market and in a sustained manner. Evaluate the risks faced by the business and take action to mitigate and develop opportunities. Contribute to overall business strategy for Quality, Risk Management, Business Assurance and HSE to ensure Work Dynamics has a consistent approach that is steeped in ISO standards and TQM.

QRC Responsibilities

• Coordinate use of the JLL quality management systems (QMS) across all industries and clients within the region, and optimize the use of the JLL QMS to add value and minimize compliance risk for IFM services provided to our clients.
• Create and implement best practice quality vision, strategy, policies, processes and procedures to aid and improve business performance.
• Drive any necessary culture change and improvement in business performance to deliver strategic goals
• Establish quality and reliability standards by studying industry benchmarks and the requirements of customers and research/design and development, and define the metrics required to assess performance against standards required
• Implement new QRC processes and systems where appropriate
• Develop and manage an internal operational audit program to ensure effective internal and external audits happen as well as assessment and audit of subcontractors. Ensure audits are documented, findings identified, and actions are created by responsible stakeholders and tracked through to resolution. Create Quality & compliance, external audit and internal audit reports and dashboards for senior executives
• Assist in continuous improvement activities throughout the business ensuring that problems are prevented and that customer requirements are met with any problems resolved effectively and economically
• Work to prevent non-conformances, customer complaints, concession and rework alongside Operations to develop corrective and preventative actions within required time-frame
• Liaise with the account management enablement teams in each region to ensure compliance with JLL global client assurance programs. Support account teams with coaching and guidance on quality, risk, and compliance best practices and global standards.
• Continually improve the Quality Management System, updating procedures and train team members where required
• Collate ISO certification by country (ISO 9001 (quality management), ISO 14001 (environmental management), ISO 45001 (occupational health & safety management) to understand current certification and collaborate on development of integrated management system plans for future ISO accreditations
• The role will require interaction with cross functional SMEs in each of the product delivery areas and participate in the development of the QRC framework at a global, regional, sub-regional and country level by industry to ensure all required playbooks, processes and standard operating procedures are in place, logged, named and numbered correctly on a central register and stored in a central repository
• Provide QRC support to new business development initiatives, and enable quality and risk management programs at new accounts within region and global as needed
• Able to clearly communicate regulatory requirements to relevant clients within the region, and apply these to the compliance systems that JLL will develop for clients in these industries.
• Ensure that corrective actions are delivered and non-compliance issues are resolved on time
• Work with external ISO accreditors to schedule external audits as and when required ensuring key stakeholders, SME's are aware and available by country as required.
• Develop improvement and communication protocol within all systems and processes across the business Report on QRC activities on a regular basis to the Senior Management team, ensuring accurate and timely reporting of the relevant Key Performance Indicators
• Develop training materials for quality, risk, and compliance for employees at all levels.
• Work with the transition leader to ensure that the quality and risk framework minimum standards are included in all transitions and in place for go-live.
• Other quality, risk, and compliance tasks required to support regional operations.

HSE Responsibilities

• Foster a Culture of Safety by providing effective HSSE leadership and communications and achieving regulatory compliance.
• Lead and develop the APAC regional HSSE professionals, working closely with regional account and operational leadership.
• Engage and support with key regional Client relationships.
• Support business growth by representing JLL HSSE in regional business development pursuits.
• High-level engagement with senior regional stakeholders to promote and assure the delivery of global HSSE programmes