Veolia Water Technologies & Solutions
Location
Oakville, ON | Canada
Job description
We are looking for a dedicated individual to drive global quality operations in the Veolia Water Technologies & Solutions Customer Care (CSC) organization. As a Quality Operations Team Leader, you will lead the CSC Quality team in execution of the Quality Framework focused on compliance, continuous improvement, and fulfillment excellence. As an experienced professional with both a Quality and Customer Service background you will leverage subject matter expertise and influencing skills in the administration of our training and internal audit programs, issue resolution, and performance monitoring to drive a seamless fulfillment experience for our clients. The CSC Quality Operations Team Leader will collaborate with Regional Leaders, Process Owners, and internal partners to translate performance data into both short-term corrective actions and multi-generational improvement projects.
Key activities within this first-line of leadership level role include: Oversight of the Excellence Academy to cultivate talent and foster a growth mindset through the CSC Competency Model program, training, and development of global employees. Drive cultural transformation with the Quality Framework through hands-on collaboration with regional teams & process owners in the deployment of strategic initiatives. Employ a flexible and collaborative approach to problem solving while performing and mentoring complex root cause analyses. Perform oversight and resource planning for financial audits while engaging with internal partners and external auditors. To be effective in this role, you will build and cultivate strong relationships & act collaboratively with global process leaders, customer service representatives (CSRs), regional leaders, and functional partners to drive a seamless client fulfillment experience.
Job Summary
- Lead/Mentor the team in Quality Framework execution (compliance, continuous improvement, and fulfillment excellence)
- Serve as CSC Excellence Academy Administrator (Competency Model & Training Program)
- Provide oversight & management review for internal process audit programs
- Provide fulfillment & resource allocation for financial audits
- Perform/mentor root cause analysis as part of Quality Incident(QI) program
- Develop & monitor Key Performance Indicator (KPI) data to identify performance trends and high priority actions
- Facilitate 1:1 meetings with direct report employees, host staff meetings, and Quality Management Reviews
- Leverage system subject matter expertise in SAP, SFDC, ESKER, etc. to ensure training program & change management meet business needs
- Develop project volunteer opportunities to build a Quality talent pipeline
- Develop and maintain compliant process documentation
- Create and deliver presentations as part of Quality Management Review, Document Management Council, or other business operations reviews
- Utilize the Quality Flash Report tool to elevate CSC Quality Culture
What we're looking for:
- Bachelor's Degree (preference for Business or Supply Chain)
- 3+ years of combined Quality/Continuous Improvement/Customer Service/ or Supply Chain experience (minimum of 2 years in a Quality/Continuous Improvement position)
- Knowledge of ISO standards and auditing basics
- Strong time management, prioritization, analytical thinking skills
- Organizational skills proficiency to meet deadlines and achieve desired results
- Demonstrated expertise with Root Cause Analysis Tools (i.e., 5 Why's, Fishbone, Apollo)
- Ability to excel under pressure, multi-task and prioritize workload
- Experience in relationship building & influencing peers/partners
- Strong Presentation skills at various levels of the organization
- Demonstrated Coaching/Mentoring/Teaching/Feedback skills
- Strong documentation skills with the ability to break down complex processes into understandable chunks
- Energetic, strong interpersonal, organizational and communication skills
- Digital mindset: comfortable entering and retrieving data in a variety of software platforms and drive changes with every changing technology
- Ability to work globally and influence employees at other locations
- Ability to understand specific business objectives, priorities, and key processes
- Leverages connections to build team morale and resolve issues
- Flexibility to work adjusted or longer hours occasionally as needed
- Some travel may be required (<10 %)
- The selected candidate may be located in the VWTS Horizon, Oakville, Budapest, or Latin American offices, or be remote located.
We realize diverse teams make smarter decisions, deliver better results, and build stronger communities. We're an organization that champions diversity and inclusion at every level and are proud to be an equal opportunity workplace regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.
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