Operations Compliance & Quality Assurance Senior Manager

Role Overview

As the Operations Compliance & Quality Assurance Senior Manager, you will play a pivotal role in shaping and executing Floward’s compliance, quality assurance, and operational risk frameworks to ensure adherence to regulatory requirements, internal standards, and high-quality operational performance. Reporting directly to the Lead Operations Excellence, this senior leadership position is instrumental in embedding compliance and quality as foundational pillars of operational excellence. You will collaborate with cross-functional teams and senior stakeholders to proactively manage risks, drive continuous improvement, and safeguard the integrity of Floward’s operations across all markets.

Key Responsibilities

The successful candidate will be responsible for the following core functions:

• Compliance & Quality Strategy:

  Partner with the Ops Excellence Director to develop and implement a robust operations compliance and quality assurance strategy that aligns with Floward’s operational excellence roadmap. Design, deploy, and maintain compliance policies, quality standards, and governance frameworks that are scalable and adaptable to evolving regulatory landscapes and business needs. Ensure these frameworks are seamlessly integrated into critical operational initiatives, including new service launches, process redesigns, and expansion programs. Continuously evaluate and refine these frameworks to address regulatory changes, business growth, and increasing operational complexity.

• Audit, Controls & Performance Monitoring:

  Establish and oversee a comprehensive audit framework that covers operational compliance, quality assurance, and internal controls. Lead internal audits, reviews, and assessments, translating findings into actionable corrective and preventive measures. Define and track compliance and quality KPIs, providing transparency through detailed dashboards, reports, and governance forums. Strengthen monitoring mechanisms to identify potential issues early and enable timely intervention, ensuring operational risks are mitigated proactively.

• Risk Management & Issue Resolution:

  Proactively identify and assess operational, compliance, and quality risks across the entire end-to-end operations. Lead thorough investigations into incidents, non-compliance, or quality failures, ensuring rigorous root-cause analysis and sustainable resolutions. Provide senior leadership with clear risk insights, impact assessments, and mitigation strategies. Institutionalize learnings from incidents and audits by updating processes, controls, and training programs to prevent recurrence and enhance operational resilience.

• Capability Building & Quality Culture:

  Develop and implement operations compliance and quality training programs in collaboration with Ops Excellence and functional leaders. Foster a culture of accountability, operational discipline, and continuous improvement by building awareness and ownership of compliance and quality standards across all teams. Equip operational teams with practical tools, playbooks, and guidance to consistently meet and exceed quality and compliance expectations. Champion data-driven decision-making to drive operational excellence and innovation.

• Leadership & Cross-Functional Collaboration:

  Serve as a trusted advisor to the Ops Excellence Director on matters related to operations compliance, quality, and risk management. Collaborate closely with Operations, Supply Chain, Product, Legal, Risk, and Country teams to embed compliance and quality principles into daily workflows. Influence senior stakeholders to drive alignment and adoption of standards across functions and geographies. Demonstrate strong leadership by setting an example of sound judgment, professionalism, and accountability in all operational endeavors.

Qualifications & Experience

To excel in this role, candidates must meet the following requirements:

• Education: Bachelor’s degree in Business Administration, Operations Management, Engineering, Quality Assurance, Risk Management, or a related field. A Master’s degree or advanced certification in a relevant discipline is highly desirable.
• Professional Experience: Minimum of 10 years of progressive experience in operations compliance, quality assurance, operations excellence, or risk management. Prior experience in a senior management role within multi-market or complex operational environments is essential.
• Technical Expertise: Proven track record in designing and implementing audit frameworks, compliance programs, and continuous improvement methodologies. Strong understanding of regulatory compliance, internal controls, and quality management systems.
• Soft Skills: Exceptional ability to work collaboratively across functions and influence senior stakeholders. Demonstrated leadership in driving cultural change, fostering accountability, and promoting a quality-centric mindset within organizations.
• Analytical & Strategic Thinking: Adept at analyzing complex operational data, identifying trends, and translating insights into actionable strategies. Strong problem-solving skills with a focus on root-cause analysis and sustainable solutions.