Quality Assurance & Regulatory Affairs Manager (Permanent)

About the Company

Welcome to Plaza Premium Group, we're people passionate about "Making Travel Better". We are a global company with team members from all walks of life, together we are #PPGFamily, together we are building a legacy. We will share our incredible pride for job, company and industry

Believe in customer service, and treating every person with kindness

As industry leaders in innovating global airport hospitality, you will work with colleagues from all parts of the world for a truly global experience. You will help and craft services and facilities in over 200 locations in more than 60 international airports across the world.

The SLA Manager is responsible for ensuring full compliance with all contractual Service Level Agreements (SLAs) across assigned airport lounge operations. This role oversees service quality, operational checklists, buffet standards, and performance monitoring to ensure contractual commitments are consistently achieved. The SLA Manager works closely with operational leaders, support functions, and airport stakeholders to drive corrective actions, maintain service excellence, and protect the business from penalties or compliance risks.

Monitor and ensure compliance with all contractual Service Level Agreements, KPIs, and performance standards. Conduct daily operational inspections, including verification buffet checklist compliance, service & cleanliness compliance and overall service quality. Identify service gaps, non-conformities, and compliance risks, and initiate immediate corrective actions. Coordinate closely with the Executive Chef, Director F&B, Procurement, Finance, General Manager, and Regional Head Office to ensure SLA requirements are aligned with operational, financial, and quality objectives. Work collaboratively with Executive Chef & Dir FnB to ensure buffet presentation, food quality, beverage quality ,replenishment standards, and menu compliance meet contractual obligations. Liaise with Procurement to ensure approved suppliers, product specifications, and service standards align with contractual commitments. Coordinate with Finance to monitor penalty risks, cost impact, and performance-linked financial implications. Conduct weekly review meetings with airport client representatives to discuss operational performance, service improvements, compliance status, and agreed action plans. Prepare and submit daily, weekly, and monthly SLA performance reports to management and regional office. Support internal and external audits related to contractual compliance. Ensure documentation of corrective actions, root cause analysis, and preventive measures. Escalate recurring issues or high-risk non-compliance matters to senior management with recommended solutions. Drive continuous improvement initiatives to enhance service standards and operational efficiency. Champion and document best practice processes across business units, ensuring successful initiatives are identified, shared, and recognized internally to drive service excellence. Develop and submit a Monthly Local Quality Assurance Plan, outlining key quality assurance initiatives and improvement activities for the upcoming 30 days in alignment with Group Quality Assurance requirements. Execute and coordinate the Mystery Shopper Program in accordance with the annual Quality Assurance plan, ensuring insights are analyzed and corrective actions are implemented to improve service delivery. Implement and support the Total Quality Management (TQM) – Review, Reinforce, and Refine (TQM-R3) process to strengthen service delivery standards and continuous improvement initiatives across operations. Ensure the effective implementation of the Defect Reporting, Recording, and Resolution Process (DR3) by encouraging operational teams to report service defects, documenting root causes, and ensuring timely resolution before or after guest departure. Monitor and analyze guest feedback platforms including guest surveys, review platforms, and internal feedback tools to identify service gaps, recurring issues, and improvement opportunities. Conduct daily, weekly, and monthly trend analysis of service defects and operational performance indicators, ensuring reduction of recurring issues and improvement in guest satisfaction metrics. Establish and maintain Quality Improvement Communication Boards within business units to communicate service standards, ongoing quality initiatives, and operational performance updates to frontline teams. Identify and appoint Quality Champions, PICs, or Duty Managers within business units to lead daily quality improvement initiatives and support implementation of service standards. Conduct daily quality improvement briefings with operational teams to review service observations, highlight improvement areas, and reinforce service standards. Collaborate with Learning & Development teams to implement structured on-job training programs focused on service quality standards, SLA awareness, and continuous improvement practices across operational teams. Share a monthly department wise analysis of strengths and areas of improvement . Support training and awareness programs to ensure operational teams understand SLA expectations and service standards. Minimum 6 to 8 years’ experience in SLA management, operations management, hospitality, airport lounge operations, or contract catering. Bachelor’s degree in hospitality management or business administration, or related field preferred. Strong understanding of Service Level Agreements, KPIs, and contractual compliance frameworks. This is an operational role that requires majority of time to be within live operations to check SLA compliance on a daily basis. Confident in leading meetings with clients and senior internal stakeholders. Proficient in Microsoft Excel, Word, and reporting tools. Note: Please Attach your CV / Resume in English