About The Role

The Quality Excellence Manager is accountable for driving quality excellence across the Packaging Business Unit by leading root cause investigations, resolving customer claims, and ensuring compliance with quality standards. This role acts as the primary liaison between manufacturing sites, technical teams, and commercial stakeholders to improve customer satisfaction and reduce opportunity costs.

Customer Quality & Claim Resolution

Own end-to-end management of customer complaints and claims, ensuring timely resolution and clear communication of corrective actions.
Provide customers with accurate quality data and root cause analysis reports.

Quality Investigations & Continuous Improvement

Lead complex divisional investigations for escalated quality issues, driving Accelerated Root Cause (ARC) processes.
In collaboration with R&D/GSC Standardize test methods and quality control plans across sites.
Identify systemic issues and implement preventive measures to reduce recurrence.
Offer support and business insight to R&D/GSC on the implementation of robust processes for formulation reviews to mitigate and overcome potential risks in formulations.

Collaboration & Stakeholder Engagement

Partner with Plant Quality Managers to execute regional quality plans and share best practices.
Support new product introductions and formula changes, ensuring quality requirements are met.
In collaboration with R&D/GSC ensure effective product scale up processes are in place and adhered to
Actively participate in customer audits and internal audits, ensuring compliance with ISO 9001 and company standards.

Data Integrity & Reporting

Maintain accurate quality metrics and dashboards (QRB/BMS) for Packaging BU.
Analyze quality data to identify trends and actionable insights for improvement.

Strategic Quality Initiatives

Drive divisional and global projects aimed at improving quality performance across multiple sites.
Champion continuous improvement methodologies (Lean, Six Sigma) to enhance operational efficiency.
Bachelor’s degree in Chemistry, Engineering, or related field.
Minimum 10 years in Quality, Operations, or Technical roles; coatings or paint industry experience preferred.
Proven expertise in root cause analysis, ISO standards, and customer-facing quality resolution.
Strong communication, leadership, and data analysis skills.
Six Sigma Green Belt preferred.

TRAVEL REQUIREMENTS: Up to 40% of the time