Job Description

Role Name: Group Lead, KHMS
Role Band: Band 11
The KHMS Lead drives the deployment and sustainability of the Kraft Heinz Management System (KHMS) within Global Business Services (GBS) and its BPO partners. KHMS is a structured framework that embeds routines, tools, and standards to achieve operational excellence (OpEx) through daily continuous improvement. This role focuses on cultivating an OpEx culture, empowering teams to own and improve their workflows, and delivering measurable business outcomes. The KHMS Lead acts as a strategic partner, coach, and change agent, ensuring GBS/BPO operations align with organizational goals.
Primary Objective
Embed a sustainable culture of operational excellence by equipping GBS/BPO teams with KHMS methodologies, driving continuous improvement in daily operations, and delivering tangible results (e.g., cost efficiency, service quality).
Strategic Alignment & Deployment

• Partner with GBS leadership to integrate OpEx priorities into strategic goals.
• Lead KHMS deployment across GBS/BPO teams using standardized playbooks, focusing on sustainable adoption.
• Identify high-impact improvement opportunities aligned with business objectives.

Coaching & Capability Building

• Mentor teams and leaders at all levels to adopt KHMS routines (e.g., Day Start, Week Review, 90-Day Plans).
• Apply the "Learn, Do, Teach" model to reinforce accountability and skill development.
• Deliver tailored training programs to build continuous improvement competencies.

Operational Execution

• Team Level: Partner with frontline managers to resolve daily workflow challenges using problem-solving tools (e.g., Root Cause Analysis, Customer Journey Mapping).
• Tower Level: Collaborate with functional leaders to standardize processes (SOPs, Service Catalogues) and align workflows with GBS strategy.

Continuous Improvement Governance

• Establish KPIs and a performance "drumbeat" to track progress and accountability.
• Use data analytics to identify trends, prioritize actions, and measure impact.
• Conduct health checks to assess OpEx maturity and address gaps.

Cultural Change & Stakeholder Engagement

• Champion servant leadership to drive mindset shifts toward ownership and innovation.
• Manage resistance by integrating OpEx into talent development and recognition programs.
• Strengthen collaboration between GBS, BPO, and cross-functional stakeholders.

Performance Evaluation

• Impact: Measurable improvements in efficiency, quality, and cost within coached teams.
• Adoption: Sustainability of KHMS practices post-deployment; employee engagement in improvement initiatives.
• Leadership: Development of internal OpEx champions; cultural alignment with GBS goals.
• Stakeholder Feedback: Effectiveness in influencing teams and managing change.

Qualifications

• Education: Bachelor's degree in Business, Engineering, or related field.
• Experience: 8-10 years in OpEx/Continuous Improvement roles, preferably in shared services/BPO environments.
• Skills:

• Proven ability to lead cultural transformations and coach diverse teams.
• Expertise in data-driven decision-making and performance management.
• Strong communication, collaboration, and influence skills.

Location(s) Ahmedabad - Venus Stratum GCC
Kraft Heinz is an Equal Opportunity Employer - Underrepresented Ethnic Minority Groups/Women/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity and other protected classes.