Mgr. Performance Monitoring

Qualification/s:

• Open to internal employees who have been in P3/P4/M1/M2 level for a minimum of 1 year.

Key Responsibilities

1. Quality Management Leadership

Quality Governance

• Establish and maintain quality assurance frameworks, audit methodologies, and governance standards.
• Ensure consistent application of quality scorecards, calibration practices, and evaluation criteria.
• Drive standardization of quality processes across teams and functions.

Audit Oversight

• Oversee quality auditing activities to ensure accuracy, consistency, and compliance.
• Monitor audit completion, coverage, and service level adherence.
• Review audit findings and validate scoring trends.

Performance Analytics

• Analyze quality trends, markdown drivers, defect patterns, and operational risks.
• Identify recurring process failures and emerging performance concerns.
• Translate quality findings into actionable business recommendations.

Root Cause Analysis

• Lead investigations into quality failures and recurring defects.
• Partner with Operations, Training, and Process Excellence teams to determine underlying causes.
• Develop corrective and preventive action plans.

Continuous Improvement

• Drive initiatives aimed at reducing audit failures and improving operational effectiveness.
• Track improvement plans and measure business impact.
• Promote a culture of quality ownership and accountability.

1. Knowledge Management Leadership

Knowledge Governance

• Establish standards for knowledge creation, review, approval, publishing, and retirement.
• Ensure compliance with knowledge management policies and governance requirements.
• Maintain ownership of knowledge lifecycle management.

Content Quality & Accuracy

• Ensure procedures, work instructions, and knowledge articles remain accurate and current.
• Conduct regular knowledge audits and reviews.
• Eliminate redundant, outdated, and conflicting content.

Knowledge Utilization

• Monitor article usage, search effectiveness, and adoption metrics.
• Identify barriers preventing knowledge utilization.
• Implement strategies to improve employee self-service and knowledge consumption.

Operational Readiness

• Ensure knowledge assets support new processes, policy changes, and business initiatives.
• Partner with stakeholders to develop timely knowledge solutions.
• Support change management and workforce readiness efforts.

Knowledge Strategy

• Develop and execute the knowledge management roadmap.
• Drive improvements in user experience, search capability, and content accessibility.
• Leverage technology and AI-enabled solutions to enhance knowledge effectiveness.

1. Capability Development & Coaching

Team Leadership

• Lead, develop, and coach Quality and Knowledge Management professionals.
• Establish clear goals, performance expectations, and development plans.
• Foster a culture of accountability, collaboration, and continuous learning.

Training Partnership

• Partner with Learning & Development and Operations teams to address skill gaps.
• Use quality findings to inform targeted learning strategies.
• Ensure learning interventions address recurring performance opportunities.

Talent Development

• Identify high-potential employees and succession opportunities.
• Build functional expertise within Quality and Knowledge teams.
• Drive certification and professional development initiatives.

1. Business Partnership & Stakeholder Management

Cross-Functional Collaboration

• Partner with Operations, Workforce Management, Process Excellence, Risk & Controls, and Business Leaders.
• Influence business decisions through quality and knowledge insights.
• Participate in governance forums and operational reviews.

Executive Reporting

• Develop executive-level reporting and dashboards.
• Present quality performance, risks, trends, and improvement opportunities.
• Provide recommendations supported by data and business impact analysis.

Strategic Support

• Support organizational transformation initiatives.
• Contribute to operational strategy and customer experience improvements.
• Align quality and knowledge strategies with business objectives.

Key Accountabilities

The Manager is accountable for:

• Quality scorecard effectiveness and governance.
• Audit accuracy, consistency, and calibration compliance.
• Reduction of recurring quality defects and process failures.
• Knowledge article accuracy, usability, and adoption.
• Knowledge lifecycle governance and compliance.
• Workforce capability improvement through quality insights.
• Stakeholder satisfaction and business partnership effectiveness.
• Delivery of continuous improvement initiatives.
• Team engagement, performance, and development.

Success Measures (KPIs)

Quality Management

• Audit completion rate
• Calibration accuracy
• Quality score performance
• Markdown reduction
• Defect recurrence rate
• Corrective action closure rate
• Compliance adherence

Knowledge Management

• Knowledge article utilization rate
• Knowledge effectiveness score
• Search success rate
• Content review compliance
• Knowledge accuracy score
• Article aging compliance

Leadership

• Employee engagement score
• Talent development and retention
• Stakeholder satisfaction
• Improvement initiative delivery
• Business impact achieved from quality and knowledge initiatives

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