Quality and Performance Manager

at  Serco North America

EDUCATION /CERTIFICATIONS:

• Bachelor’s degree in Facility Management, Engineering, Business Administration, or a related field.
• Certifications in Quality Management (e.g., Six Sigma, ISO 9001) are highly desirable.
• Valid Class G Driver’s License is required.
• Ability to obtain and maintain Secret Level II security clearance is required.
• Ability to pass a Pre-employment Alcohol & Drug Test.

KNOWLEDGE AND EXPERENCE

• Minimum of 5 years of experience in facility maintenance or a related field.
• Proven experience in quality assurance and performance management.
• Familiarity with maintenance management software and tools.
• Knowledge of health, safety, and environmental regulations.
• Experience in budget management and resource allocation.

SKILLS/COMPETENCIES (INTERPERSONAL COMMUNICATION, FINANCIAL, MANAGERIAL, PROBLEM SOLVING):

• Proficiency in utilizing quality and maintenance technology systems to oversee and enhance facility management operations.
• Ensure optimal performance and compliance by leveraging advanced tools and systems to monitor, evaluate, and improve facility processes.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal abilities.
• Proficiency in data analysis and performance measurement tools.
• Leadership and team management skills.
• Attention to detail and a commitment to quality.
• Ability to work under pressure and manage multiple priorities.
• Strong organizational and time management skills.
• Capacity to handle stress and make decisions under pressure.
  Company Overview :
  Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.
  To review Serco benefits please visit: https://www.serco.com/na/careers/benefits-of-choosing-serco. If you require an accommodation with the application process please email: careers@serco-na.com or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.
  Candidates may be asked to present proof of identify during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see our Applicant Privacy Policy and Notice.
  Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email Agencies@serco-na.com.
  Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics

SUMMARY/PURPOSE:

• Responsible for ensuring the highest standards of maintenance and operational efficiency within the facility. This role involves overseeing quality control processes, performance metrics, and continuous improvement initiatives to enhance service delivery and client satisfaction.
• Exceptional communication skills to effectively interact with customers, users, and various stakeholders in the realm of facility management. Ensure smooth operations and foster positive relationships through clear, professional, and proactive communication.
• Ensure compliance with all Serco Canada Inc. policies and procedures, including but not limited to Code of Conduct and Ethics, Serco Management System, PDR’s, etc.
• Ownership of QMS (Quality Management Systems) and ISO 9001

KEY RESPONSIBILITIES:

• Develop and implement quality assurance protocols and performance metrics.
• Develop & maintain the QMS documentation, Quality Management Plan and an Annual QMS Management Review Report.
• Develop and integrate a Lessons Learned tracking and reporting system.
• Monitor and evaluate maintenance activities to ensure compliance with standards.
• Conduct regular audits and inspections of facilities and maintenance processes.
• Analyze data to identify trends, areas for improvement, and implement corrective actions.
• Collaborate with maintenance teams to develop and refine best practices.
• Prepare and present reports on performance metrics and quality assurance findings.
• Lead training programs to enhance staff skills and knowledge.
• Ensure compliance with health, safety, and environmental regulations.
• Manage budgets and resources effectively to optimize performance.
• Provide quality assurance through works inspections and process auditsComply with all regulations, policies and procedures pertaining to the operations including occupational health and safety, environmental, drug and alcohol, and quality.
• Other related duties relevant to this position as may be required.
  Qualifications :