Job description for Head of Quality & Product Development at Hang Tuah
Key Responsibilites
- Develop and implement the company's overall Quality Assurance strategy, standards, and quality improvement initiatives.
- Review, verify, and consolidate audit findings and outlet assessment results before submitting comprehensive reports to the Director as the basis for performance evaluation and service charge determination.
- Evaluate critical audit findings and make appropriate decisions or recommendations to ensure timely corrective actions.
- Drive continuous improvement by identifying opportunities to enhance SOPs, operational workflows, service standards, and product quality beyond maintaining existing practices.
- Lead the company's quality monitoring function by establishing KPIs, tracking quality performance, and initiating continuous improvement programs across departments.
- Collaborate closely with the Operations Manager to ensure operational compliance and consistent execution of company standards across all outlets.
- Oversee the development, implementation, and continuous review of Standard Operating Procedures (SOPs).
- Ensure the effectiveness of training programs to improve employee competency and operational consistency.
- Supervise internal quality audits, compliance programs, and corrective action follow-ups.
- Lead and develop the SOP & Training, Audit & Compliance, and Research & Development (R&D) teams to achieve departmental objectives.
- Analyze quality trends, customer feedback, audit data, and operational performance to recommend strategic improvements.
- Prepare periodic quality performance reports and present key findings, risks, and recommendations to the Director and senior management.
- Foster a culture of quality, accountability, continuous learning, and operational excellence throughout the organization.
Qualifications
- Bachelor's degree in Food Technology, Hospitality Management, Business Administration, Industrial Engineering, Quality Management, or a related field.
- Minimum 5–8 years of experience in Quality Assurance, Quality Control, Operations Excellence, or Operational Audit within the F&B, restaurant, hospitality, or retail industry.
- At least 3 years of managerial experience leading cross-functional quality or operational excellence teams.
- Strong knowledge of Quality Management Systems (QMS), SOP development, operational auditing, food safety standards, and continuous improvement methodologies.
- Solid understanding of restaurant operations, service excellence, and customer experience management.
- Proven experience in developing quality standards, conducting audits, analyzing operational performance, and implementing corrective actions.
- Demonstrated ability to lead multiple functions, including SOP & Training, Audit & Compliance, and R&D teams.
- Strong analytical, problem-solving, and decision-making skills with the ability to manage critical issues effectively.
- Excellent leadership, communication, coaching, and stakeholder management skills.
- Proficient in Microsoft Office (Excel, PowerPoint, Word) and data analysis/reporting.
- Willing to travel frequently to outlets for audits, inspections, and quality improvement initiatives.
