Manager - Distribution Quality & Consumer Experience

Distribution Quality

Distribution Quality – Overall Distribution Quality management of all third-party warehouses in India.
Providing Distribution Quality leadership as well as technical support to at India commercial affiliate.
Assure that quality related issues associated with product storage at the warehouse and distributed by commercial affiliate conform to Abbott Quality and regulatory requirement.

Complaint Management
The incumbent is expected to understand all aspects of the complaint handling process, manage resources to meet division and affiliate level goals for complaint metrics, and identify opportunities for improvement and/or better efficiencies in complaint handling processes.

This is a people Manager role.

CORE JOB RESPONSIBILITIES

• Distribution Quality Management system:
• Establishes and implement Quality Assurance policies and procedures for warehousing and distribution.
• Conduct qualification audits for new warehouse sites and support for the re-evaluation audits.
• Conduct performance review, develop improvement plans, and implement improvement plans with the support of business supply chain.
• Follow-up Non-Conformances at Service Providers through Supplier Corrective Actions and define areas of improvement.
• Develop and revise the local procedure by including all quality system requirements for warehouses and provide training across warehouses.
• Facilitate internal / external audits at warehouses and support Business Supply Chain on developing RCA / investigation and CAPA. Follow-up on CAPA timelines.
• Ensure traceability system is working effectively and active whenever required.
• Design and implement the Integrated Pest Management system at warehouses and transportation.
• Ensure key requirements like temperature mapping, monitoring, calibration followed as per Abbott requirements.
• Tracking and closure of warehouse related complaints, non-conformances.
• Quality Governance:
• Develop Quality & Commercial KPI’s for monitoring performance within Distribution.
• Close follow-up on compliance through monthly reports in the agreed templates.
• Regular meetings with Business Supply Chain and Warehouse staff
• Regular meetings with Service providers
• Update management on progress in Distribution through monthly meetings and Quarterly Management Review meetings
• Support promotional activities initiated by commercial teams.
• Prepare Quality Technical Agreement and review periodically.
• Provide necessary support to AN plant for distribution related activities, when required.
• Complaint management:
• Supervise complaint closure activities regarding direct consumers, customers within supply chain.
• Ensure that complaint evaluation and/or closures are performed and completed in timely manner.
• Review complaint closure/ specific high impact complaint investigation with manufacturing units.
• Lead Affiliate complaint management audit activities and ensure CAPA establishes for continuous improvement.
• Identify trend in product complaints that are found during complaint handling process, alerting senior management in timely manner.
• Capability Building:
• Provide trainings on Abbott requirements to relevant stakeholders.
• Conduct periodic Quality workshops/ assessments for warehouse staff
• Conduct Impact assessment for global nutrition audits
• Implement initiatives for AAAP audit readiness across warehouse.
• Conduct Market audits and share feedbacks with sales team.
• Participate RCA and CAPA process to improve Quality at warehouse, reduction in warehouse related complaints.

MINIMUM QUALIFICATIONS
Minimum Education
Education Level Major/Field of Study
Bachelors (Preferred Masters) Science, Food Technology, Biology, Chemistry, Microbiology, OR similar fields
MINIMUM WORK EXPERIENCE
Experience Experience Details
Minimum 12 years of relevant experience Experience working in the food industry with exposure to Quality system management, warehouse quality management. Minimum 1 year experience in distribution / warehouse quality/ Quality systems
People management skill People management experience or should have multi stakeholder activity/ project experience
Data analytics Knowledge of data analytics tool e.g., Power BI, Advance excel will be an added advantage
MINIMUM LICENSES AND CERTIFICATION
Licenses/ Certifications Other License/Certification