Thales Belgium SA, Belgium competence center of Thales, is a company located on 2 sites, one in Tubize (near Brussels) and the other one in Herstal (near Liège). Thales Belgium, which employs more than 280 collaborators, is specialized in the design, development and supply of critical information systems for customers in the sectors of Defense, Security (including Cyber) and Aerospace.
Head of Quality & Customer Satisfaction
(FR/NL/UK)
The Quality and Customer Satisfaction Manager ensures the Quality of deliverables and compliance with customer requirements and operational performance, while improving Customer Satisfaction and operational maturity.
He or she manages the continuous improvement of the functional area to optimize its competitiveness.
He or she manages the Quality team for his or her area.
Missions & Responsibilities
Report to the entity’s COO/Operations Director and be a member of its Management Committee.
In cooperation with the corporate QCS functional area, define the appropriate tools to ensure that everyone in the entity provides quality excellence.
Serve as the voice of the Customer and the main stakeholders (regulations, certification bodies, suppliers, etc.).
Promote a quality culture to ensure process efficiency and reduce the costs of non-quality.
Provide an objective view of quality to management from both operational and strategic perspectives.
Drive quality performance and anticipate risk to achieve long-term operational excellence.
Contribute to continuous improvement and drive growth in organizational maturity.
Quality Management
Implement and enforce Group policies on Quality & Customer Satisfaction and the Group Reference Documents (Chorus 2) and implement the appropriate governance structures and procedures.
Provide leadership for the QCS organization in accordance with the rules and expectations of the Group’s leadership.
Ensure the effectiveness of the “alert and veto” procedures with regard to the company's management and ultimately the COO.
Oversee the quality organization and its competencies and abilities.
Promote the QCS function internally and represent it outside the Thales Group.
Coordinate, in cooperation with HR, the management of the QCS job family and the development and application of related training and development.
Quality Performance
Direct the Quality and Customer Satisfaction (QCS) performance and transformation plan.
Implement and make use of Quality and Customer Satisfaction performance metrics.
On the basis of that data, ensure that ongoing operational management is in place and produce in-depth analyses in order to establish the Quality Performance Plan (QPP).
Ensure that the quality leader in each discipline (DQL) functions as a special quality liaison for the disciplines (engineering, industry, services), i.e. he or she provides an independent analysis of recurring quality issues, working closely with the discipline’s manager to improve its quality performance.
Quality Assurance
Serve as the quality liaison for the engineering, industry, service, procurement and supplier teams during calls for tenders and projects; throughout life cycles, he or she upholds the quality of bids and projects and ensures they provide value and satisfaction to customers.
Implement the Group's quality assurance policy, in particular by ensuring that the quality assurance manager maintains risk-based quality assurance by anticipating, preventing and proactively addressing risks, including quality assurance of suppliers (in coordination with procurement).
Customer Satisfaction
Ensure that the relationship with strategic Group customers on quality issues is coordinated and properly managed and that strong, proactive contacts are established with the customer to allow for preventive measures designed to ensure customer satisfaction.
Measure customer satisfaction and oversee improvement efforts with the Business and the Functional Areas.
Log and process customer complaints and issues and carry out improvement action plans with organizations.
Management System/Certifications
Ensure that the management system is appropriate and coherent, in line with general governance, and modify the system to reflect changes as appropriate.
Conduct accreditations and certifications and provide support for the preparatory process, as appropriate.
Define and manage the policy for auditing processes.
Position in the Organization
From a functional standpoint, the Quality & Customer Satisfaction Manager reports to the Director of Operations. He or she works in coordination with the VP Quality & Customer Satisfaction Group and the GBU & BL Quality Directors
Required Experience
This position requires a strong commitment to excellence in quality and governance and outstanding leadership, communication and analytical skills.
Quality Experience (Quality Assurance, Management System, Customer Satisfaction, Continuous Improvement, Organization & Governance)
Management experience (hierarchical, cross-functional, project mode, etc.)
Operational/discipline experience (Project, Engineering, Industry, Procurement)
Business areas (Civil, Defense, etc.)
Thales experience/knowledge outside the country
Experience in business analysis (preferably at the company level)
Recognized success in delivering enterprise systems, improving business processes and changing corporate culture
Experience in service delivery, particularly in managing complex programs
Management of multidisciplinary project teams
Budgeting, tracking and reporting
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If you are looking for :
The solidity of a large Group
The agility of a human-sized structure
A company which at the forefront of innovation
An environment that fosters personnel development of all collaborators and offers opportunities for evolution within an international group;
If you defend values such as company spirit, sense of responsibility, ethics, creativity and teamwork;
Thales Belgium can be your partner
At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here, apply now!
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Diversity Statement
We actively support a working pattern that suits your lifestyle and helps you reach your ambitions. That means that equal opportunities, inclusion and an informal culture are integral to our success. It also means that your well-being and happiness matter to us! That’s why we offer you the flexibility to do what’s important to you; whether that’s part time hours, job sharing, remote working, or the ability to flex your start and finish times.
