Quality Performance Manager

BAT is evolving at pace into a global multi-category business. Our purpose is to create A Better Tomorrow™ by Building a Smokeless World.
To achieve our ambition, we are looking for colleagues who are ready to join us on this journey! Tomorrow can’t wait, let’s shape it together!

JOB TITLE: Quality Performance Manager

REPORTS TO: Global Quality Performance Manager

FUNCTION: OPERATIONS

REVISED BY: Global Quality Performance Manager

What are the key objectives and expectations from this role?  

The Global Quality Performance Manager manages the delivery of Quality performance across categories through effective reporting and data analysis to drive improvements and eliminate losses. The role provides Category Quality teams, End Markets and factories with actionable insights, tracks progress on loss elimination initiatives and ensures the integrity and availability of Group Quality KPIs and related reporting systems. It also oversees the Product Safety & Health Incident (PS&HI) process, ensuring timely, compliant, and effective cross-functional management of incidents and adverse events.

• Coordinate the reporting, analysis, and release of Group/Global Quality KPIs in the Global Quality Performance Enabler (GQPE) system.
• Ensure data integrity within GQPE, PSI, QI/SQI systems in SharePoint, including access, permissions, and compliance with governance requirements.
• Administer and maintain Global Quality reporting tools related to Product Safety & Health Incidents (PS&HI); support development, deployment, and improvement of reporting tools (e.g., Global Data Collection Tool, GQPE, TSR tracker) and define global user requirements.
• Coordinate and prepare Draft Technical Summary Reports (TSR) related to incident classifications (e.g., P1/P2 where Signal Detection applies) across multidisciplinary teams (GR&D, External Delivery, Care Team, Global Medical, Global Quality Compliance, SNO Planning) for submission to Global Legal Team.
• Ensure PS&HI reports and adverse event performance updates are available for review in line with business needs and external governing bodies; compile and review presentations for QIF, GOLT, and quarterly PSHI reporting.
• Follow up on the implementation of RCA/CAPA for Global Top Losses by providing visibility, tracking effectiveness of actions, and escalating when needed.
• Build and maintain effective working relationships with stakeholders, managing expectations across global teams and factories.
• Manage end-to-end consumer and product quality across categories, focusing on customer and consumer experience through performance evaluation and identification of continuous improvement and loss elimination opportunities.
• Analyse and identify material quality improvement activities to enhance product quality; support factories/operations in efficiency improvements and Current Best Approach (CBA) reapplication.
• Facilitate quality improvement initiatives across Factories and End Markets to improve M2, Q2, consumer complaints, and RQA performance.
• Provide insights and analysis in quality improvement forums with multi-functional teams (Innovations, Procurement, Packaging, Product, Factories, End Markets) to deliver measurable quality improvements.
• Deliver performance analysis (M2, Q2, consumer complaints, RQA); monitor and report to identify Global Top Losses and areas for improvement.

ESSENTIAL

Experience Required

• Comprehensive knowledge of product and process quality in a multi-category environment.
• Significant experience working in an FMCG company, preferably in a highly regulated environment (e.g., pharmaceutical, healthcare, personal care, or electronics).
• Strong understanding of consumer-centric quality management principles, design of new processes, standards management, and supply chain models.
• Demonstrable experience establishing policies and procedures.
• Experience contributing to continuous improvement practices with the ability to manage complex issues, work independently, and manage detail.
• Demonstrable project management, planning, and operational implementation skills.

Technical / Functional / Leadership Skills Required

• Working knowledge of SPC, ISO 9000, Six Sigma, and CI tools.
• Strong communication, influencing, and interpersonal skills.
• Effective project management, stakeholder engagement, and the ability to influence without authority.

Education / Qualifications / Certifications Required

• Degree or equivalent in Applied Science, Industrial, Food Technology or Engineering management related disciplines.

Additional Comments

EHS

• Must comply with and enforce all applicable occupational health and safety, fire safety, and environmental protection regulations.
• Ensures safe working conditions by following health and safety rules and instructions, and by participating in mandatory occupational health examinations and safety training.
• Cooperates with colleagues, maintains order and cleanliness in the work area, and immediately reports accidents, irregularities, or health issues to the direct supervisor.

QA

• All activities must be carried out in accordance with the company’s quality management standards and procedures to ensure product safety and customer satisfaction.
• Every employee is responsible for complying with quality requirements, promptly reporting deviations, and supporting continuous improvement.

Excise

• Ensures compliance with excise regulations within the area and coordinates tasks according to the excise RACI.

What we offer you?

• We offer a market leading annual performance bonus (subject to eligibility)
• Our range of benefits varies by country and includes diverse health plans, initiatives for work-life balance, transportation support, and a flexible holiday plan with additional incentives
• Your journey with us isn't limited by boundaries; it's propelled by your aspirations. Join us at BAT and become a part of an environment that thrives on internal advancement, where your career progression isn't just a statement – it's a reality we're eager to build together. Seize the opportunity and own your development; your next chapter starts here.
• You'll have access to online learning platforms and personalized growth programs to nurture your leadership skills
• We prioritise continuous improvement within a transformative environment, preparing for ongoing changes

WHY JOIN BAT?
We’re one of the few companies named as a Global Top Employer by the Top Employers Institute – certified in offering excellent employee conditions.

Collaboration, inclusion and partnership underpin everything we do here at BAT. We are looking forward to enabling every individual to thrive, regardless of gender, sexual orientation, marital or civil partnership status, gender reassignment, race, religion or belief, colour, nationality, ethnic or national origin, disability, age, skills, experience, education, socio-economic and professional background, veteran status, perspectives and thinking styles. We know that embracing talent from all backgrounds is what makes us stronger and best prepared to meet our business goals.

We see the career breaks as opportunities not obstacles. Through The Global Returners program, we support professionals looking to restart their careers after an extended absence from the workforce (e.g. time out caring for family, parental leave, national service, sabbatical and/or starting an own venture).

Come bring your difference and see what is possible for you at BAT. Learn more about our culture and our award winning employee experience here.

If you require any reasonable adjustments or accommodations to help you perform at your best during the recruitment process, you are encouraged to notify us. We are fully committed to support you by making appropriate arrangements for you to demonstrate your full potential.