Practice Service Manager - North America & LATAM

Your Opportunity

The Practice Services Manager oversees the operational excellence and quality management for the North American and Latin America region. In this role you will ensure compliance with internal policies while driving continuous improvement. You will lead the regional audit team, coordinate audits, and implement best practices to enhance efficiency and maintain high quality standards. The successful candidate will be collaborative, detail-oriented and focused on aligning practice operations with strategic objectives.

This role can be based anywhere in North America.

• Champion compliance with the organization’s IMS and maintain ISO certifications (e.g. ISO 9001 Quality, ISO 14001 Environmental, ISO 45001 Health & Safety, ISO 27001 Information Security).
• Collaborate with regional Practice Services leaders across UK&I, Europe, Middle East and Asia Pacific to ensure consistent application of IMS standards.
• Lead and conduct internal audits to evaluate management systems' effectiveness. Review documentation and processes for ISO compliance, interview staff for evidence, and identify non-conformities. Provide feedback and revise audit checklists as needed.
• Coordinate regional external audits with Practice Services Lead Auditor and address any findings to maintain certifications. Coordinate and schedule external audit activities, ensuring all necessary resources and departments are prepared and available during audits.
• Review external audit reports for quality and consistency, and present results to senior leadership with recommendations. Serve as an Audit Guide, providing real-time support to auditees.
• Present regional audit results to management and relevant stakeholders and oversee follow-up to verify that all corrective actions are implemented effectively, as required.
• Conduct peer reviews on all audit reports. Distribute audit reports to leadership and act as a point of contact for follow-ups.
• Lead the Practice Services team and assign responsibilities, provide training on IMS requirements, and support team members in achieving their objectives.
• Foster a collaborative environment and build positive relationships with both team members and stakeholders. Review and evaluate competency of team, provide onboarding to new team members.
  
  Facilitates audit scenario round tables and open houses to refine audit techniques and share best practices.
• Oversee the development and execution of regional corrective action plans (CAPAs) in response to audit findings. Track progress, verify effectiveness, and ensure preventive measures are in place. Monitor completion and effectiveness to drive continual improvement. Close out assigned CAPAs as appropriate.
• Recommend improvements to audit processes and methodologies, and lead initiatives that drive continuous improvement in the organization’s management systems.
• Contribute to the creation and refinement of IMS-related presentations and training materials.
• Review and provide responses to regional proposals and bid pre-qualification questionnaires pertaining to the IMS.
• Serve as an “ambassador” of the IMS to promote a culture of quality and compliance throughout the organization.
• Additional Duties:
  Support related programs such as client feedback surveys and lessons learned programs, using insights to recommend improvements. Ensure any reported issues or complaints within the practice area are investigated and resolved in line with company policies. Play a key role in annual business planning for Practice Services.