Program Assurance Officer

Purpose of the Role

The Program Assurance Officer supports the Program Assurance Lead in managing, monitoring and improving the quality of organizational processes, projects and other programs and planned activities across the various service teams supporting the United Petroleum retail network. The role ensures compliance with established standards, policies, and regulatory requirements and is also responsible for providing structured coordination across the activities undertaken by the Repairs & Maintenance (R&M), Compliance and Operations teams to ensure that programs, maintenance activities and operational initiatives are executed according to the plan and schedule.

This role works closely with each of the relevant departments to ensure that activities are promptly logged, tracked and updated with the requisite details, issues and delays are called out for escalation and mitigation and appropriate actions have identified owners and due dates. The Program Assurance Coordinator will also assist in creating and updating reports intended for root-cause analysis, identification of trends and best practices.

Purpose of the team: To monitor, and control site programs and processes across repairs and maintenance, merchandising, master data, POS, customer experience, and health, safety, environmental, operational excellence and compliance activities, ensuring alignment to planned cycles, clear ownership, escalation, and on-time close-out of all actions.

Operating Context

The Program Assurance team is based in the Philippines and operates as a fully integrated extension of the Australian business, working closely with Australian-based stakeholders during the Australian working time zone.

Success depends on structured engagement with the various services team in Manila and Australian stakeholders.

Key Accountabilities

(Key activities, deliverables and metrics)

• Facilitate and schedule audits for the Program Assurance Lead.

• Create and maintain documentation and data, often using document control systems.

• Leverage existing reports and develop new ones from data gathered from the regular audits.

• Actively follow up priority and critical programs and actions.

• Coordinates between departments, stakeholders, or vendors to ensure consistent quality standards.

• Work with the appropriate teams to conduct a root cause analysis on issues and recurring failures, identifying the proper actions, both quick and long-term fixes, as appropriate.

• Share best practices within the same and across different teams (as applicable) by creating and maintaining a knowledge management repository.

• Review schedule, cost, scope, and quality metrics across programs.

Key Selection Criteria, Qualifications & Experience

• Previous experience in quality assurance, compliance, or a related field (ideally 2+ years).

• Combined operational and administration experience

• Highly organized, with strong attention to details

• Strong Excel, reporting and analytical capabilities

• High responsiveness in fast-paced operational environments

• Confident stakeholder engagement across multiple PH and AU teams

• Strong verbal and written communication skills

• A bachelor's degree (preferably in Business)

Key Stakeholders

Internal: GM Services (PH), Service Operations Manager (PH), GM Operations (AU), Retail GM (AU), Repairs and Maintenance Lead (PH), Central Operations Lead (PH)

External: Area Managers (AU), Commission Agents (AU), Contractors (AU)