Controller - Quality.UAEN.DHCM

Job Purpose:

The Controller - Quality is responsible for developing, implementing, and overseeing the quality management system and processes across Dubai Holding Community Management. This role ensures that DHCM's services, operations, and deliverables consistently meet established quality standards, regulatory requirements, and customer expectations, driving continuous improvement and fostering a culture of excellence throughout the organization.

Key Responsibilities:

1. Quality Management System (QMS) Development & Implementation:

• Design, develop, and implement a robust Quality Management System (QMS) aligned with international standards (e.g., ISO 9001) and DHCM's strategic objectives.
• Establish clear quality policies, procedures, and guidelines for all operational areas and service delivery processes.
• Ensure the QMS is effectively integrated into daily operations and continuously maintained.

2. Quality Assurance & Control:

• Develop and implement quality control measures and inspection plans across various functions, including service delivery, project execution, and asset management.
• Conduct regular quality audits, inspections, and reviews to assess adherence to established standards and identify areas for improvement.
• Oversee the management of non-conformities, corrective actions, and preventive actions, ensuring timely resolution and effectiveness.

3. Performance Monitoring & Reporting:

• Define and monitor key quality performance indicators (KPIs) and metrics to track the effectiveness of the QMS and overall service quality.
• Prepare and present comprehensive quality reports, dashboards, and analyses to senior management, highlighting performance trends, risks, and improvement opportunities.
• Utilize data-driven insights to inform decision-making and strategic planning for quality enhancement.

4. Process Improvement & Optimization:

• Lead initiatives for continuous process improvement, identifying bottlenecks, inefficiencies, and areas for optimization within operational workflows.
• Facilitate root cause analysis for quality issues and implement sustainable solutions to prevent recurrence.
• Champion a culture of continuous improvement and excellence across all departments.

5. Compliance & Documentation:

• Ensure all quality processes and deliverables comply with relevant local regulations, industry standards, and internal policies.
• Manage and maintain comprehensive quality documentation, including manuals, procedures, records, and audit findings.
• Prepare for and facilitate external quality certifications and audits.

6. Training & Awareness:

• Develop and deliver training programs on quality standards, QMS procedures, and best practices to enhance employee awareness and competence.
• Promote a quality-first mindset and foster a culture of accountability for quality across the organization.

7. Health, Safety, and Environmental (HSE) Responsibilities:

• Ensure full compliance with DHCM’s Health, Safety, and Environmental (HSE) Policy, governance framework, and standards by conducting all tasks according to HSE procedures, attending mandatory training, actively reporting hazards, near misses, or incidents, and utilizing appropriate Personal Protective Equipment (PPE) as identified in risk assessments.

Qualifications, Experience, & Skills:

• Qualifications & Experience:
  • Bachelor's degree in engineering, Quality Management, Business Administration, or a related field. A Master's degree or professional quality certifications (e.g., ASQ Certified Quality Manager, Lean Six Sigma Black Belt) are highly preferred.
  • Minimum of 7-10 years of progressive experience in quality management, quality assurance, or business excellence, with at least 3-5 years in a leadership or senior specialist role.
  • Proven experience in developing, implementing, and managing Quality Management Systems (QMS), preferably in a service-oriented industry (e.g., real estate, property management, facilities management).
  • Strong knowledge of quality methodologies, tools (e.g., Lean, Six Sigma), and auditing techniques.
  • Experience with relevant regulatory environments in the UAE is a plus.
• Skills:
  • Exceptional analytical and problem-solving skills, with a meticulous attention to detail.
  • Strong leadership, communication, and interpersonal skills, capable of influencing and engaging stakeholders at all levels.
  • Excellent project management and organizational abilities.
  • Proficiency in quality management software, data analysis tools, and Microsoft Office Suite.
  • Ability to translate complex data into actionable insights and clear reports.
  • Proactive, results-oriented, and passionate about driving continuous improvement and excellence.