Group Lead, KHMS

Role Name Group Lead, KHMSRole Band Band 11

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

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