The Associate Director – Business Process Digitization, Governance & TQM will lead CP Axtra’s enterprise-wide initiatives in process digitization, governance, and quality management. This role ensures operational excellence by embedding Lean Six Sigma, ISO standards, and TQM principles into the company’s retail and wholesale operations. The position is pivotal in transforming CP Axtra into a customer-centric, efficient, and digitally enabled organization.
Key Responsibilities
Process Digitization & Innovation
- Drive end-to-end digitization of business processes to improve operational agility, scalability, and customer experience.
- Partner with IT and business functions to integrate automation, AI, and data analytics into process workflows.
- Champion process re-engineering and simplification initiatives across supply chain, store operations, and back-office functions.
Governance & Compliance
- Develop and maintain a strong process governance framework covering policies, documentation, ownership, and accountability.
- Ensure ISO certification readiness and compliance (ISO 9001, ISO 27001, ISO 45001, etc.) across business functions.
- Manage audit readiness and risk controls in all digitization and improvement initiatives.
Total Quality Management (TQM) & Continuous Improvement
- Design and implement a Total Quality Management framework that aligns with CP Axtra’s strategic goals and customer-first values.
- Lead quality planning, quality assurance, and quality control initiatives across all business units.
- Develop and oversee quality performance indicators (QPI) and link them with business KPIs for impact tracking.
- Drive customer-focused quality improvements, ensuring products, services, and digital touchpoints exceed expectations.
- Lead problem-solving workshops (Kaizen, PDCA, DMAIC) to foster continuous improvement culture.
- Establish a quality excellence training academy to build employee capabilities in Lean Six Sigma, TQM, and ISO standards.
Leadership & Stakeholder Engagement
- Lead cross-functional process and quality excellence teams to deliver transformation projects with measurable results.
- Influence senior leadership and stakeholders to embed a culture of quality, compliance, and digital-first thinking.
- Mentor and coach managers and analysts in Lean Six Sigma Black Belt/Green Belt methodologies.
Requirements
- Bachelor’s or Master’s degree in Engineering, Business, Information Systems, or related field.
- Minimum 10+ years of experience in business process improvement, TQM, Lean Six Sigma, and ISO governance, ideally in retail/wholesale, FMCG, or technology-driven companies.
- Proven success in implementing TQM frameworks and achieving cross-functional adoption.
- Hands-on experience in ISO standards implementation, process digitization, and quality governance.
- Strong leadership with change management expertise and ability to influence at executive level.
- Excellent analytical, communication, and stakeholder management skills.
Top Skills
What We Do
Makro PRO is an exciting new digital venture by the iconic Makro. Our proud purpose is to build a technology platform that will help make business possible for restaurant owners, hotels, and independent retailers, and open the door for sellers. Makro PRO brings together the best talent across multi-nationals to transform the B2B marketplace ecosystem. We welcome bold, energetic, and thoughtful people who share our belief in collaboration, diversity, excellence, and putting customers at the heart of our work.
