Mgr. Performance Monitoring

Qualification/s:

• Open to internal employees who have been in P3/P4/M1/M2 level for a minimum of 1 year.

Key Responsibilities

1. Quality Management Leadership

Quality Governance

• Establish and maintain quality assurance frameworks, audit methodologies, and governance standards.
• Ensure consistent application of quality scorecards, calibration practices, and evaluation criteria.
• Drive standardization of quality processes across teams and functions.

Audit Oversight

• Oversee quality auditing activities to ensure accuracy, consistency, and compliance.
• Monitor audit completion, coverage, and service level adherence.
• Review audit findings and validate scoring trends.

Performance Analytics

• Analyze quality trends, markdown drivers, defect patterns, and operational risks.
• Identify recurring process failures and emerging performance concerns.
• Translate quality findings into actionable business recommendations.

Root Cause Analysis

• Lead investigations into quality failures and recurring defects.
• Partner with Operations, Training, and Process Excellence teams to determine underlying causes.
• Develop corrective and preventive action plans.

Continuous Improvement

• Drive initiatives aimed at reducing audit failures and improving operational effectiveness.
• Track improvement plans and measure business impact.
• Promote a culture of quality ownership and accountability.

2. Knowledge Management Leadership

Knowledge Governance

• Establish standards for knowledge creation, review, approval, publishing, and retirement.
• Ensure compliance with knowledge management policies and governance requirements.
• Maintain ownership of knowledge lifecycle management.

Content Quality & Accuracy

• Ensure procedures, work instructions, and knowledge articles remain accurate and current.
• Conduct regular knowledge audits and reviews.
• Eliminate redundant, outdated, and conflicting content.

Knowledge Utilization

• Monitor article usage, search effectiveness, and adoption metrics.
• Identify barriers preventing knowledge utilization.
• Implement strategies to improve employee self-service and knowledge consumption.

Operational Readiness

• Ensure knowledge assets support new processes, policy changes, and business initiatives.
• Partner with stakeholders to develop timely knowledge solutions.
• Support change management and workforce readiness efforts.

Knowledge Strategy

• Develop and execute the knowledge management roadmap.
• Drive improvements in user experience, search capability, and content accessibility.
• Leverage technology and AI-enabled solutions to enhance knowledge effectiveness.

3. Capability Development & Coaching

Team Leadership

• Lead, develop, and coach Quality and Knowledge Management professionals.
• Establish clear goals, performance expectations, and development plans.
• Foster a culture of accountability, collaboration, and continuous learning.

Training Partnership

• Partner with Learning & Development and Operations teams to address skill gaps.
• Use quality findings to inform targeted learning strategies.
• Ensure learning interventions address recurring performance opportunities.

Talent Development

• Identify high-potential employees and succession opportunities.
• Build functional expertise within Quality and Knowledge teams.
• Drive certification and professional development initiatives.

4. Business Partnership & Stakeholder Management

Cross-Functional Collaboration

• Partner with Operations, Workforce Management, Process Excellence, Risk & Controls, and Business Leaders.
• Influence business decisions through quality and knowledge insights.
• Participate in governance forums and operational reviews.

Executive Reporting

• Develop executive-level reporting and dashboards.
• Present quality performance, risks, trends, and improvement opportunities.
• Provide recommendations supported by data and business impact analysis.

Strategic Support

• Support organizational transformation initiatives.
• Contribute to operational strategy and customer experience improvements.
• Align quality and knowledge strategies with business objectives.

Key Accountabilities

The Manager is accountable for:

• Quality scorecard effectiveness and governance.
• Audit accuracy, consistency, and calibration compliance.
• Reduction of recurring quality defects and process failures.
• Knowledge article accuracy, usability, and adoption.
• Knowledge lifecycle governance and compliance.
• Workforce capability improvement through quality insights.
• Stakeholder satisfaction and business partnership effectiveness.
• Delivery of continuous improvement initiatives.
• Team engagement, performance, and development.

Success Measures (KPIs)

Quality Management

• Audit completion rate
• Calibration accuracy
• Quality score performance
• Markdown reduction
• Defect recurrence rate
• Corrective action closure rate
• Compliance adherence

Knowledge Management

• Knowledge article utilization rate
• Knowledge effectiveness score
• Search success rate
• Content review compliance
• Knowledge accuracy score
• Article aging compliance

Leadership

• Employee engagement score
• Talent development and retention
• Stakeholder satisfaction
• Improvement initiative delivery
• Business impact achieved from quality and knowledge initiatives

Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.

Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day.