TMICC Market Quality Operations Manager 4119 - Kingston Upon Thames (KT1), KT1 2BA

Key Responsibilities

• Hold end-to-end cold-chain quality responsibility across the region, covering primary and secondary operations (warehousing and transportation) and tertiary operations (distributors, concessionaires, customers, cabinets and freezers).
• Ensure warehouse and transportation quality requirements are met, including external certification where applicable.
• Manage quality, audits, continuous improvement, metrics and external certification for Collaborative Manufacturers (CMs) and repackers.
• Act as a member of the BU Quality Leadership Team, partnering with local stakeholders.
• Communicate quality objectives, performance metrics and improvement initiatives to senior management and key stakeholders.
• Collaborate with cross-functional teams, customers and external stakeholders to resolve quality issues and drive continuous improvement.
• Investigate customer and consumer complaints, implement Corrective and Preventive Actions (CAPA), track CCPMU data and share trends and insights with the BULT.
• Build strong relationships with key customers to maintain end-to-end quality standards.
• Develop, implement and maintain the Quality Management System (QMS), ensuring product compliance with local legislation.
• Coordinate the development of relevant training materials.
• Manage compliance and regulatory matters with local and international regulatory bodies, including import and export requirements.
• Lead and execute Inter Company Quality Agreements (ICQAs) for imported products.
• Maintain an effective Change Management system to ensure business changes are appropriately managed.
• Investigate non-conformances and quality failures, lead Critical Event Processes and ensure improvements are identified, implemented and shared across the business.
• Manage critical consumer complaints and, where product safety or quality incidents arise in the marketplace, lead the local IMT and end-to-end investigation.

Professional Skills & Competencies

• Strong knowledge of food safety regulations and standards, including HACCP, FSSC 22000 and relevant food labelling requirements.
• Proven food quality management experience gained within food manufacturing, food retail or a related industry. Ice cream experience would be advantageous, but other food categories will be considered; chilled or frozen experience is not essential.
• Approximately 5-10 years of relevant experience, with the capability to operate effectively at a senior level.
• A solid understanding of manufacturing environments, processes and operational challenges. This experience does not have to have been gained within food manufacturing.
• Strong stakeholder-management and communication skills, with the ability to build effective relationships and manage multiple stakeholders across different functions and levels.
• Auditing experience and the ability to assess and manage product safety, quality and compliance risks.
• Experience working effectively in virtual and geographically dispersed teams.
• A proactive, flexible and continuous-improvement approach to quality management.