Within the Customer Service function, it is the analyst’s responsibility to deliver management reports to the customer service (operations) manager for monitoring and controlling the performance of the team, customer facing processes and making decisions. Management reporting has to be conducted in line with the applicable HEINEKEN Rules, Standards and Procedures. The Customer Service Analyst is responsible for gathering and interpreting data to identify improvement areas and monitor the progress of improvement projects. Within the daily job, the Customer Service analyst collaborates with internal stakeholders from logistics, financial control, Sales, and IT amongst others
Job Title: Quality Laboratory Team Leader
INTERNAL & EXTERNAL JOB VACANCY (RE-ADVERTISED)
We are seeking to hire a qualified and dedicated Quality Laboratory Team Leader, reporting to the Technological Controller, Supply Chain.
JOB PURPOSE
To ensure the operational management of all laboratory (Analytical and Microbiological) and Sensory activities, to support production process control.
To ensure support of the laboratory in case of quality issues and NPI projects.
FUNCTIONAL COMPETENCIES
The ability to work in accordance with the quality systems in place and HEINEKEN and local procedures, thus contributing to the excellence of the finished product.
The ability to maintain a safe optimal laboratory environment and to safely operate and maintain laboratory equipment, ensuring that the basic conditions are in place to facilitate the generation of consistently reliable results.
The ability to work in accordance with laboratory methods and operate laboratory equipment to the desired level of control to ensure the generation of consistently reliable analytical results
The ability to provide technical and analytical support for the production process in accordance with the HEINEKEN standards and local procedures, thus contributing to the optimizaiton of process control
The ability to collect and report reliable data in a timely way and to effectively communicate with the relevant stakeholders in order to facilitate optimal decision making
The ability to create and maintain a safe environment for employees, contractors and visitors according to the applicable statutory, HEINEKEN and local regulations
The ability to safeguard product quality and integrity in the supply chain and in the market by implementing the HEINEKEN and local quality standards, rules and procedures, thus contributing to excellent finish product
The ability to manage quality in the supply chain, support implementation of innovations and new technologies and drive improvements in close cooperation with other functions.
The ability to manage internal and external quality complaints, in accordance with legislation and HEINEKEN standards. This includes determining root causes, verifying justification, and taking corrective and preventive measures to ensure immediate and future risks mitigation
The ability to contribute to the budget preparation process, to manage cost within budget and to judge financial impact of quality requirements and decisions as well as the impact of cost driven decisions on quality.
The ability to define the scope of a quality project, develop accurate plan, manage impementation, monitor progress and allocate the resources needed to achieve specific goals On-Time-In-Full (OTIF), within budget and in compliance with quality requirements.
The ability to plan resources (people, materials, process, and equipment) to meet Quality Assurance and Quality Control needs with balancing costs
KEY RESPONSIBILITIES
SAFETY, FOOD SAFETY AND SUSTAINABILITY
Manages the facilities to ensure they are clean and tidy working areas without unnecessary losses of consumables/chemicals, in line with the defined and implemented safety standards and ensures the follow-up of 5S and HACCP standards at the workplace.
QUALITY OF THE PROCESS AND PRODUCT
Manages that all the work and activities are done in line with the quality standards (ISO9001, LSS, TPM etc.).
Collects and assess all quality data from the analysis activities (Analytical, Microbiological and Sensory) in the brewery.
TPM AND CONTINUOUS IMPROVEMENT
Monitors and supports the TPM way of working.
Supports the implementation of the improvement activities.
PROCESS MANAGEMENT
Manages all the laboratory processes (in-line and off-line) and executes the agreed plans and strategy.
Gives support in case of quality issues and NPI projects.
Ensures execution of the requested analyses.
EQUIPMENT MANAGEMENT
Monitors if the analysis instruments (in-line and off-line) are managed in desired way (standard working condition).
Manages purchasing activities for the laboratory.
MANAGEMENT OF INFORMATION AND REPORTING
Collects and processes basic data and makes reports within the scope of the laboratory activities.
Provides reports on higher level.
ORGANIZATION AND PEOPLE MANAGEMENT AND DEVELOPMENT
Collects the data about the Laboratory personnel.
Provides support to laboratory personnel or seeks help from others.
Gives feedback about the individuals’ performance.
QUALIFICATION AND SKILLS
Minimum Bachelor's degree in Laboratory, Food science, Food technology, Biotechnology, Chemistry, Bio-chemistry or chemical Engineering
Minimum 3 -5 years laboratory experience (preferable in food processing industry) and managing a winning team
Knowledge of laboratory principles
Strong written and reporting skills
Excellent communication and speaking skills
Having people management and leadership skills
Profeciency in Microsoft office and Quality Management System
Excellent decision making and problem-solving skills
Strong organization skills
Auditing skills
Fuent in English and Kinyarwanda, French will be added advantage
HOW TO APPLY
Should you wish to apply for this position, please go to MyHR, Careers and follow instructions to apply.
All applicants must apply using our online application system. CVs received via email will NOT be considered.
The HR Business Partner Team will be available to support in the application process.
Female candidates are encouraged to apply.
The closing date for submission of applications is September 21st, 2025.