Assistant Manager - Operational & Brand Excellence (Global)

Assistant Manager - Operational & Brand Excellence (Global)

Job Purpose

To protect and strengthen brand integrity and consistency across the global portfolio by managing operational audits, overseeing reputation management systems, and supporting global quality initiatives.

Key Result Area

Process Oversight

Monitor and follow up with regional teams regarding the self-assessment compliance, action plan reviews, and continuous improvement efforts. (Online Reputation Management/ Mystery Shopper/ Internal Brand Audit)

Act as the central coordination point for internal and regional stakeholders, ensuring and facilitating structured monthly Brand Assurance and Quality meetings.

Brand Assurance Audit (BAA)

Own the end-to-end Brand Assurance Audit (BAA) process, including global scheduling, coordination with Quality Assessors (LEAFERs), Brand Ambassadors (Corps), and properties, as well as consolidating global findings to track progress and improvements.

Act as Brand Ambassador to assess the hotel as needed, and assist with Quality Assessor guidance for effective Internal Brand Audit outcome

Operational Compliance & Brand Support

• Assessor Management: Manage the Quality Assessors certification program, including onboarding, logistics, and resource maintenance.
• Pre-Opening Support: Monitor pre-opening brand training compliance and audit scoring by POTF and BHQ to ensure readiness.
• Regional Collaboration: Collaborate with Regional Learning & Quality teams to monitor compliance, review action plans, and track Quality KPIs and self-assessment audits.
• Complaint Resolution: Support, follow up on, and close Regional Complaints escalated to Corporate.

Administration & Data Management

• Archiving: Manage the storage and digital archiving of branded materials (collaterals, mock-ups, etc.).
• Departmental Admin: Support Brand Management (BM) with administrative tasks, including purchasing, quotations, invoicing, travel requests, and reimbursements.
• Inter-departmental Liaison: Act as the primary contact point for administrative requests from other departments.

General

1.Manage Audit Scheduling: Manage Brand Assurance Audit (BAA) scheduling and coordinate effectively with LEAFERs, Quality Assessors, Brand Ambassadors, and property teams as required.

2.Asset Management: Manage the storage, archiving, and data collection of branded materials, including collaterals and mock-ups.

3.Certification Coordination: Coordinate and monitor the Quality Assessor certification process, including onboarding, logistics, and resource coordination.

4.Pre-Opening Monitoring: Monitor pre-opening performance, specifically tracking brand training compliance with concerned stakeholders and audit scoring by POTF and BHQ.

5.Complaint Resolution: Manage regional complaints escalated to Corporate by providing support, following up on actions, and ensuring case closure.

6.Meeting Facilitation: Organize and facilitate the Monthly Regional Brand Assurance and Quality Meeting.

7.Compliance Tracking: Monitor global compliance by tracking action plans, Quality KPIs, and self-assessment audits in collaboration with Regional Learning & Quality teams.

8.Audit Execution: Conduct Brand Assurance Audits (BAA) for assigned hotels.

9.Administrative Support: Provide administrative support to the Brand Management team, handling purchasing, quotations, invoicing, and travel reimbursements.

10.Inter-Departmental Liaison: Act as the primary point of contact for administrative requests from other departments

Performance Evaluation Indicators

• Global Quality Performance Index (KPIs).
• Global Mystery Shopper Results.
• Global Brand Assurance Audit Performance.
• Successful implementation of the Brand Assurance Framework.
• Successful launch and maintenance of Quality Assessor Certification resources.