Quality Management Support Lead

About the role

The Quality Management Support Lead will head the Process Improvement, Management Systems Administration and Document Control teams. This senior position is responsible for ensuring high‑quality service delivery, continuous improvement and compliance with internal and regulatory standards across the organisation.

Key responsibilities

• Lead, supervise and develop the Process Improvement, Management Systems Administration and Document Control teams, allocating resources to meet operational priorities and SLAs.
• Monitor team performance against KPIs, implement corrective actions, and coach staff through performance management, training and succession planning.
• Develop, review and maintain SOPs, fostering a culture of collaboration, continuous improvement and customer‑focused service.
• Plan, deliver and evaluate Quality Management Systems (QMS) initiatives, partnering with business leaders to redesign processes and implement sustainable solutions.
• Oversee documentation of business processes, ensuring initiatives are delivered within scope, timeframes and quality standards.
• Maintain governance of the Group Business Management System, ensuring documentation is accurate, current and aligned with regulatory requirements.
• Prepare and oversee monthly operational and performance reporting, monitoring KPIs, audit outcomes and corrective actions.
• Support budget monitoring, service costing, invoicing and operational governance while maintaining data integrity for decision‑making.