The scope of this role varies based on several factors, including the supported country, warehouses, transport providers, re-packers, and the customer projects managed each year. The size of the team, its geographical distribution, and the annual operating budget (if applicable) also influence the role.
Key decisions made in this position directly impact market success, UL's credibility with customers, and the on-shelf quality of UL products, all of which affect UL's reputation and brand equity. The activities of this role are focused on mitigating and managing UL Corporate Operational Risk, ensuring that products meet consumer safety and quality standards.
This role also supports initiatives to improve quality related to Customer Registration and Quality Services (CRQS) issues by collaborating with teams in Logistics, Business Development, and Product Groups. Additionally, it involves taking action to manage quality issues with customers and sales channels, addressing concerns such as rejections, complaints, technical support, cold chain handling, and waste reduction.
The incumbent is responsible for preparing leadership reports and communications regarding quality issues in logistics, country operations, and manufacturing that impact the cluster. They ensure that improvement plans are established and monitored through regular reviews.
Responsibilities include defining picking and stacking rules (fragility pyramid) that are tailored to local conditions within the cluster's geography. The role requires monitoring, aggregating, and analysing marketplace and overall product quality data from various sources, such as consumer and customer care lines, shelf inspections, warehouse and re-packer data, and employee observations. This analysis is vital for prioritizing, escalating, and initiating quality improvement activities as needed.
Lastly, the role leads pallet quality improvement efforts based on Key Performance Indicator (KPI) data, trend analysis, and quality improvement methodologies and tools. It also supports quality improvement projects within the cluster related to business complaints and CRQS, using data analysis, workshops, and toolkits. Additionally, the role provides communication with care lines for customer and consumer alert triggers and feedback data.
Requirements: