Job Title
Operations Compliance & Quality Assurance Senior Manager
Function: Operations Excellence
Reporting To: Lead Operations Excellence
Job Purpose
The Operations Compliance & Quality Assurance Senior Manager is responsible for leading and governing compliance, quality assurance, and operational risk frameworks across Floward's operations. Reporting to the Ops Excellence Director, this role ensures regulatory requirements, internal standards, and quality expectations are consistently met while supporting scalable, efficient, and reliable operations.
The role combines strategic ownership with strong execution, embedding compliance and quality as core enablers of operational excellence. The incumbent partners closely with senior leaders and cross-functional teams to proactively manage risk, drive continuous improvement, and protect Floward's operational integrity.
Key Responsibilities
1. Compliance & Quality Strategy
- Partner with the Ops Excellence Director to define and execute the operations compliance and quality assurance strategy aligned with Floward's operational excellence roadmap.
- Design, implement, and maintain compliance policies, quality standards, and governance frameworks across all operating markets.
- Embed compliance and quality requirements into key operational initiatives, including new service launches, process redesigns, and scale-up programs.
- Continuously review and enhance frameworks to reflect regulatory changes, business growth, and operational complexity.
2. Audit, Controls & Performance Monitoring
- Establish and oversee a structured audit framework covering operational compliance, quality, and internal controls.
- Lead internal audits, reviews, and assessments, ensuring findings are translated into clear corrective and preventive actions.
- Define and monitor compliance and quality KPIs, enabling transparency through dashboards, reports, and governance forums.
- Strengthen monitoring mechanisms to detect issues early and enable timely intervention.
3. Risk Management & Issue Resolution
- Proactively identify operational, compliance, and quality risks across end-to-end operations.
- Lead investigations into incidents, non-compliance, or quality failures, ensuring robust root-cause analysis and sustainable resolution.
- Provide senior leadership with clear risk insights, impact assessments, and mitigation plans.
- Ensure learnings from incidents and audits are institutionalized through updated processes, controls, and training.
4. Capability Building & Quality Culture
- Design and roll out operations compliance and quality training programs in collaboration with Ops Excellence and functional leaders.
- Build awareness, ownership, and accountability for compliance and quality standards across operational teams.
- Promote a culture of continuous improvement, operational discipline, and data-driven decision-making.
- Equip teams with practical tools, playbooks, and guidance to consistently meet quality and compliance expectations.
5. Leadership & Cross-Functional Collaboration
- Act as a trusted advisor to the Ops Excellence Director on operations compliance, quality, and risk matters.
- Partner with Operations, Supply Chain, Product, Legal, Risk, and Country teams to embed compliance and quality into daily workflows.
- Influence senior stakeholders to drive alignment and adoption of standards across functions and geographies.
- Lead by example, demonstrating sound judgment, professionalism, and accountability.
Qualifications & Experience
- Bachelor's degree in Business, Operations, Engineering, Quality, Risk, or a related discipline; Master's degree is an advantage.
- 10+ years of experience in operations compliance, quality assurance, operations excellence, or risk management.
- Proven experience operating at a senior management level in multi-market or complex operational environments.
- Strong background in audits, controls, regulatory compliance, and continuous improvement frameworks.
- Demonstrated ability to work cross-functionally and influence senior stakeholders.
About Floward :
Founded in 2017, Floward is an online flowers and gifting company; we pride ourselves in creating a seamless experience for our customers and making sending flowers and gifts as enjoyable as receiving them. We source our flowers daily from the best growers and farmers around the world to create one of a kind stunning arrangements and plants that fit every occasion. We also partner with local and international brands to offer a wide range of gifts including chocolate, perfumes, cakes and more, coupled with our arrangements to create the perfect gift. Operating in 36 cities in nine countries across the MENA region and UK, we guarantee same-day delivery across the board through our own refrigerated fleet to ensure our arrangements arrive fresh to the customer.
Website
https://www.floward.co
