Divisional Quality Team Manager

Company Description

Avery Dennison Corporation (NYSE: AVY) is a global materials science and digital identification solutions company that provides branding and information labeling solutions, including pressure-sensitive materials, radio-frequency identification (RFID) inlays and tags, and a variety of converted products and solutions. The company designs and manufactures a wide range of labeling and functional materials that enhance branded packaging, carry or display information that connects the physical and the digital, and improve customers’ product performance. The company serves an array of industries worldwide, including home and personal care, apparel, e-commerce, logistics, food and grocery, pharmaceuticals and automotive. The company employs approximately 36,000 employees in more than 50 countries. Reported sales in 2022 were $9.0 billion. Learn more at www.averydennison.com.

At Avery Dennison, some of the great benefits we provide are:

• Health & Wellness benefits starting on day 1 of employment
• Paid parental leave
• 401K eligibility
• Tuition reimbursement
• Flexible work arrangements
• Employee Assistance Program eligibility / Health Advocate
• Paid vacation and Paid holidays

Job Description

Avery Dennison, Label and Graphic Materials is seeking a Supervisor to join the Divisional Quality Team in our headquarters office in Mentor, Ohio. The Supervisor will provide front-line leadership and direction for all Employee Engagement, Safety, Quality, Service, Productivity objectives and goals within an assigned area while meeting internal and external customer needs. This role reports to the Divisional Quality Manager who leads our Customer Satisfaction & Claims Processes.

Your primary responsibilities and essential functions include:

• Lead a Team of Customer Quality Consultants (CQCs) that enter, investigate and disposition Customer claims.
• Lead improvements in our Claim handling processes to deliver and sustain high Customer satisfaction.
• Drive step change improvements in leading and lagging metrics including response times, claim entry time, claim closure time, claim cycle time, and OPLH (resources required to process claims)
• Maintain compliance to the ISO9001 Quality Management System.
• Perform general management duties, exercising usual authority concerning Team, performance appraisals, promotions and performance management. Responsible for training and development employees, estimating resource/labor needs, assigning work, meeting completion dates, interpreting and ensuring consistent application of organizational policies.
• Act as a team role model and change-agent. Positively lead and influence team members to partner together to achieve individual and business goals. Model and promote the Corporation’s Code of Business Ethics and Values
• Build and implement new ISO procedures, work instructions and documents.
• Complete data analysis to determine root cause and to identify priority projects.
• Complete Corrective Action efficiency reviews / audits
• Develop and implement cross-functional strategic initiatives.
• Independently lead cross-functional problem solving efforts.
• Perform data analysis and capability studies.
• Complete lot trace activities to support claim investigations.
• Develop, lead and deliver training.
• Lead aspects of our Management Review process.
• Prepare and communicate metrics / results weekly.
• Audit daily claim entries to make certain that the accurate cause code and responsible groups are used.
• Serve as the primary trainer of new Quality Specialists to enter and process claims
• Develop and maintain a succession plan for your Team
• Own the A3 to improve the Customer Survey results
• Speak directly with Customers to ensure a positive Customer experience during claim processing and to gain feedback on our processes and their experience.
• Drive CPMO (claim rate) and repeat claim reduction
• Maintain the group email, group voicemail and claim sample handling processes
• Lead Manage for Daily Improvement meetings

Qualifications

• BS degree in Mechanical, Chemical, or Industrial Engineering); or a degree Finance or Accounting. (Consideration may be given for a candidate with demonstrated and successful manufacturing management experience in coating, finishing or converting in lieu of bachelors degree.)
• Minimum 3 years manufacturing experience
• Minimum 2 years of working in a ISO 9001:2015 quality environment
• Travel 10% (Customer travel, manufacturing site support, internal audits)
• This position will be on site, full time in HQ office in Mentor, OH; when not traveling to Customers or our manufacturing sites.
• Proven track record to compl