Senior Manager GBS, KHMS implementation

Role purpose

Own the quality and delivery of the Operational Management System within the GCC Mexico. Build the management capability that moves towers from stable, visible performance to structured improvement and ultimately proactive, self-sustaining Operational Excellence. Act as the senior Operational Excellence counterpart to Center, Function and Tower leadership.

Organizational position

The role reports to the GBS Operational Excellence Lead and is located in the delivery center, with a close working relationship to the Center Head. It leads local Coache and works with operational leaders and the Champion Network. At tower level, the Delivery Lead owns the quality of the enabling approach and senior challenge; Operations owns adoption, performance and results. Coaches primarily build team-level capability and work with the Delivery Lead on tower-level deployment.

Expected outputs and outcomes

• Foundation: functional priorities translated into tower and team scorecards, standards, review routines and escalation paths, with comparable and visible performance across teams.

• Improvement: towers aligned on common improvement priorities; recurring barriers converted into owned actions and 90-day plans; measurable gains in productivity, quality and issue recurrence.

• Operational Excellence: performance connected to customer and business outcomes; risks managed proactively; cross-team collaboration and leader capability reduce dependency on the enabling team.

• Reliable evidence of capability and performance progression through health checks, routine observation and operational KPIs, with clear decisions to progress, remediate or pause.

Scope and key accountabilities

• Translate the KHMS roadmap into an executable center deployment plan, including sequencing, readiness and local resource requirements.

• Lead local deployment capacity and maintain consistent quality across functions and towers.

• Translate functional KPI trees and priorities into coherent tower scorecards, team routines, standards and escalation mechanisms; challenge weak KPI, OKR or ownership logic before it is accepted.

• Coach Center, Function and Tower leaders to be present at the point of work, translate objectives into actions, coach rather than solve and remove systemic barriers.

• Select, direct and quality assure internal or external KHMS coaches.

• Help develop and apply AI Quality Frameworks that assist routine checks in the current non-digital model, while retaining human judgment for complex issues.

• Prepare the center for digitally enabled KHMS through the IO App and for embedded AI that reduces evidence gathering and analysis.

• Use performance reviews, health checks, standards and direct observation to identify recurring adoption barriers and agree corrective actions with the accountable operational leader.

• Transfer repeatable support to local leaders and Champions so coach capacity can reduce after deployment.

• Provide the Global GBS Operational Excellence Lead with a clear view of progress, capacity needs and quality risks.

Required expertise

• Operational management systems in service operations: KPI trees and scorecards, tiered reviews, escalation paths, standard work, process controls, visual management and structured problem solving.

• Capability progression from foundation through improvement to Operational Excellence, including standards-based health checks and the linkage of capability evidence to operational KPIs.

• Tower-level improvement methods such as 90-day planning, customer-value analysis, process taxonomy and flows, controls, value-stream thinking and skill matrices.

• Leadership coaching, capability transfer and the practical use of AI-enabled quality frameworks and digitally enabled management-system workflows.

Required experience

• At least 10 years in Lean, Operational Excellence, performance management or operational transformation, including hands-on management-system deployment in shared services, services or another complex operating environment.

• Proven work across multiple teams or towers, with measurable improvement in stability, recurring issues, productivity, quality or customer outcomes.

• Experience as a credible counterpart to senior operational leaders and in leading internal and external Coaches across concurrent deployment waves.

• Fluency in English and strong local cultural and operational understanding; Spanish is valuable for the Mexico role.

Proven skills

• Challenges a KPI tree or OKR construct, exposes missing causal logic and translates functional measures into usable tower and team scorecards.

• Observes performance routines and work at the point of delivery, asks questions rather than supplying answers and gives direct standards-based feedback.

• Distinguishes isolated team issues from cross-team or systemic barriers, escalates with a recommendation and follows through to resolution.

• Assesses readiness to progress using both capability evidence and performance outcomes, not training completion or the passage of time.

• Develops Coaches and operational leaders so routine support transfers into the line and temporary capacity can reduce without weakening quality.