What are the Key Deliverables in this role?

Financial Outcomes

• Capture and monitor all Cost of Poor Quality (COPQ) parameters across the cluster.
• Lead initiatives to reduce COPQ through systematic analysis and corrective actions.
• Ensure timely execution of quality‑related Capex projects, adhering to approved budgets and timelines.

Customer Service

• Drive reduction of customer/consumer complaints across cluster units.
• Ensure timely Root Cause Analysis (RCA) closure supported by robust review mechanisms.
• Oversee quality control activities in line with established protocols for incoming raw/packaging materials (RM/PM), in‑process checks, and finished goods.
• Engage directly with customers/ consumers as and when required to understand expectations, capture feedback, and act promptly on insights.
• Manage and fulfill special requirements of institutional customers, ensuring compliance with agreed specifications.

Internal Processes

• Ensure Quality and Food Safety Management Systems (FSMS – FSSC 22000) are implemented and adhered to across all operations.
• Oversee incoming, in‑process, and finished goods inspections to maintain compliance.
• Address FSMS, internal audit, and food safety audit findings within stipulated timelines.
• Conduct process capability studies and drive continuous improvement using TQM tools.
• Coordinate with Marketing, SNOP, PSO, and CFA teams for transit trials.
• Collaborate with the Corporate Tea Tasting Room for product‑related activities, including RM inspections, blend release/hold, and Project Purifier initiatives.
• Identify systemic issues from food safety audits and deploy timely corrective actions.
• Participate in corporate internal audits for other sites and vendors.
• Conduct manpower assessment studies as per guidelines and implement recommended actions.
• Audit raw tea warehouses and drive improvement initiatives.
• Maintain close coordination with Corporate QM for cluster updates and compliance.
• Compile and submit monthly reports and MIS within defined timelines for the cluster or as assigned.

Innovation and Learning

• Conduct training sessions to educate shop‑floor employees on GMP, Food Safety, FSSC 22000, and FSSAI requirements.
• Actively support new product launches in line with established protocols, working closely with the NPD team.
• Participate in product and process improvement trials as per defined guidelines.
• Provide critical inputs on NPD manufacturing protocols and trial outcomes.
• Ensure sampling and laboratory reports are completed accurately and delivered within business timelines
• The job holder will be responsible for line managing and developing direct reports, ensuring alignment with organizational goals.
• Oversee day‑to‑day management of direct reports, including setting workplans, monitoring progress, and ensuring timely delivery of tasks.
• Conduct regular performance reviews, provide constructive feedback, and identify areas for improvement.