Quality Management Systems Manager

The QMS Manager will lead the development, implementation, monitoring and continual improvement of the Quality Management System across the company's operations — covering mall operations, services, tenant‐relations, customer experience, facilities maintenance and other support functions. This role ensures that policies, procedures and standards across the mall group are aligned, adhered to, and continuously improved to support the company's strategic objectives of operational excellence, customer satisfaction and regulatory compliance.

• Develop and maintain the overall QMS framework: including policy, procedures, metrics, roles and responsibilities.
• Ensure that all relevant operations (mall management, tenant services, facilities, customer service, safety/security, etc.) are integrated into the QMS.
• Conduct regular internal audits, inspections, and reviews of processes to evaluate compliance with defined standards, identify gaps, and ensure corrective and preventive actions are taken.
• Lead and coordinate external audits or certifications if applicable (e.g., ISO 9001 or equivalent retail/service quality standards) or ensure readiness for such.
• Monitor performance of key quality indicators (customer feedback, service complaints, tenant satisfaction, audit results, facility‐defects, etc.), identify trends, and report to senior management.
• Drive continuous improvement initiatives: work with cross‐functional teams to identify root causes of quality/service failures, implement corrective action plans, standardise best practices, streamline processes.
• Provide training, awareness and support to operations teams, tenants, and service contractors on QMS policies, quality standards, process changes, and customer service expectations.
• Liaise with tenants, service providers, contractors and other stakeholders to ensure alignment to SM's quality and service standards.
• Assist in risk‐assessment of operational processes and service delivery, establish preventive measures, and embed a "quality culture" in day‐to‐day operations.
• Maintain documentation, records, and reports relating to QMS activities, audits, non‐conformities, corrective actions and management review.
• Support senior management in setting quality objectives, targets and action plans; track progress and coordinate across functions to meet targets.
• Facilitate management review meetings on quality performance and system effectiveness.
• Stay abreast of regulatory requirements, industry trends, customer expectations and competitive best practices relevant to mall operations, service quality and facilities management.

• Bachelor's degree in Business Administration, Engineering, Quality Management, or related field.
• Minimum of 5–8 years of progressive experience in quality management, process improvement or operations in a large retail, hospitality, facilities management or service‐oriented organisation.
• Experience in designing, implementing and managing Quality Management Systems (QMS), preferably with standards such as ISO 9001, Six Sigma, Lean, or equivalent process‐driven frameworks.
• Strong knowledge of audit processes (internal/external), root cause analysis, corrective and preventive actions (CAPA), metrics and KPIs.
• Demonstrable track record of driving continuous improvement, service excellence, stakeholder engagement and cross‐functional collaboration.
• Excellent analytical, communication, training and interpersonal skills – able to influence and get buy‐in across different functions, levels and external parties (e.g., tenants, contractors).
• High attention to detail, organised, self‐motivated and proactive.
• Familiarity with retail/mall operations, tenant services, customer service quality and facilities management is a plus.
• Proficient with MS Office; experience with ERP systems, dashboards and reporting tools is an advantage.

• Leadership: able to lead by example, drive change, and influence stakeholders.
• Quality‐Mindset: embrace continual improvement, customer satisfaction and operational excellence.
• Strategic Thinking & Execution: able to translate quality strategy into measurable actions and results.
• Collaboration & Communication: strong team player, good trainer/coach, can work with operations, tenants and service providers.
• Problem‐Solving: skilled in root‐cause analysis, structured in dealing with non‐conformities, corrective actions.
• Integrity & Accountability: maintains high standards, ensures compliance and follow‐through.

• Audit scores (internal & external) and percentage of non‐conformities closed on time.
• Trends in customer feedback / service complaints / tenant satisfaction related to quality/service issues.
• Number of quality improvement initiatives implemented and their impact (cost savings, service improvements, process time reduction).
• Compliance to QMS documentation, training completion, system roll-out milestones.
• Stakeholder (tenant / operations / service provider) feedback on system effectiveness and service consistency.