Manager - Supply Chain Management

Job Description

Order Management / Back-Office Customer Service

• Role Title: Manager, European Order Management / Back-Office Customer Service
• Proposed Band: B13
• Location: GCC India
• Reports to: Senior Manager, European Order Management / Back-Office Customer Service

• Role Purpose
• The Team Lead is responsible for leading a team within European Order Management / Back-Office Customer Service from GCC India, with accountability for service delivery, people leadership, process discipline, operational performance, and a strong service-oriented and customer-centric mindset across the assigned scope.

The role leads country-aligned teams, with analysts reporting into the position, and provides execution leadership across core back-office customer service processes. The role is expected to balance the needs of external customers with the expectations of internal stakeholders and business partners, ensuring service outcomes support both operational excellence and a positive customer experience.

Core Accountability

• •Lead day-to-day order management / back-office customer service operations for the assigned team within GCC India
• •Manage analysts delivering services across an assigned country-aligned scope, ensuring continuity, service quality, and operational discipline
• •Own team performance across key service metrics including timeliness, quality, productivity, controls, customer experience, and service reliability
• •Manage escalations, root cause resolution, service recovery, and issue follow-up in line with defined governance and KHMS ways of working
• •Translate functional priorities into clear direction, workload focus, and execution discipline for the team
• •Lead, coach, and performance manage analysts, creating accountability for results and behaviours
• •Drive standardisation and consistent process execution, while identifying opportunities to simplify ways of working and improve service outcomes
• •Partner with Customer Service, Supply Chain, Trade to Cash, DMO, and other relevant stakeholders to resolve operational issues and improve end-to-end service delivery
• •Build strong working relationships with internal stakeholders and service partners, ensuring GBS customer needs are understood and addressed with pace and professionalism
• •Support continuous improvement initiatives, including process changes, automation opportunities, transitions, and new ways of working where relevant
• •Ensure appropriate control awareness, process compliance, and disciplined use of reporting to manage team performance

Scope / Complexity Markers

• •Leads a team of analysts within a critical order management / back-office customer service environment in GCC India
• •Accountable for service delivery across one or more country-aligned teams
• •Operates in a multi-stakeholder environment requiring coordination across regional teams, service partners, and functional counterparts
• •Balances people leadership, service performance, escalation management, customer experience, and process consistency
• •Requires judgment in prioritisation, workload balancing, issue resolution, and stakeholder management

Leadership Expectations

• •Translate business and functional priorities into clear operational direction for the team
• •Build team capability through coaching, feedback, and performance management
• •Create accountability for service delivery, execution discipline, customer focus, and behaviours
• •Maintain team engagement and performance through change
• •Work collaboratively across stakeholders to resolve issues and improve end-to-end execution
• •Foster a team culture that recognises both external customers and internal stakeholders as priorities in delivering high-quality service

Experience / Capability Requirements

• •Experience in order management, customer service, shared services, supply chain operations, or a related business services environment
• •Demonstrated people leadership experience, including performance management and team development
• •Proven ability to manage service delivery in a transactional or operational environment
• •Strong customer service orientation, with the ability to balance external customer experience and internal stakeholder expectations
• •Ability to manage operational issues, escalations, and competing priorities in a structured way
• •Strong stakeholder management capability across functions, geographies, and levels
• •Process improvement mindset, with the ability to identify standardisation and simplification opportunities
• •Strong analytical and problem-solving capability, with comfort using data to manage priorities and performance
• •Experience working with ERP-enabled transactional processes and service performance reporting

B13 Banding Rationale

• •Direct people leadership responsibility for a team of analysts delivering operational services
• •Accountability for team-level service performance, execution discipline, customer focus, and people development
• •Ownership of day-to-day decisions related to service delivery, prioritisation, and escalation handling
• •Expected to translate functional direction into operational execution and team performance
• •Scope and complexity exceed senior analyst level through formal people leadership and broader service ownership

• Notes to HR
• This JD is written for the initial organisation design, with Team Leads aligned to country-based teams reporting into the Senior Manager role. Longer term, we may revisit the structure and move toward a more task-oriented team design, but that future-state scope is intentionally not reflected in the formal JD at this stage.

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 .