General Information

Field

Proposed Description

Role (Picklist)

Senior Manager Process Expert IOPs

BSv Role

PE Process Expert

Job Family

Supply Chain / Planning Process Excellence

Global Grade

D1

Scope

LATAM IOPs model adoption, process standardization, technology enablement, knowledge management and transformation governance

Version

Enhanced role proposal for D1 positioning

D1 Positioning Summary

- This role is positioned as a Senior Manager-level Process Expert accountable for translating the global IOPs / GEN9 (ACTUALS VERSION) (actuals version) standard into sustainable regional execution across Demand Planning, Supply Planning, MRP Planning and Import-Export Planning.
- The D1 justification is based on the breadth of regional scope, expert ownership of process governance, accountability for technology adoption, leadership of capability building, cross-functional stakeholder influence, and responsibility for measurable business outcomes. This includes manage Senior Stakeholders relationship for the different Markets and Functions inside the client.
- The role does not only document standards; it enables adoption, detects gaps, drives corrective actions, supports escalations, governs knowledge transfer and ensures that new GAP-fit initiatives are transitioned through ESOAR with operational discipline.

Role Overview

The Manager Process Expert IOPs integrates, governs and enables the adoption of the standardized IOPs model across LATAM, ensuring that work processes, technology usage, escalation routines and knowledge management remain aligned with the integral GEN9 (ACTUALS VERSION) operating model.

The role acts as the regional process authority for the assigned planning domain, connecting business needs, global standards, technology capabilities and operational execution. It supports the organization in solving deviations from the standard model, identifying root causes, coordinating specialist input and converting lessons learned into sustainable SOPs, controls and capability-building materials.

As a D1 role, the position requires managerial accountability, structured decision-making, cross-functional leadership, and the ability to influence stakeholders without direct reporting lines. The role must ensure that adoption of standard processes and technology translates into measurable business impact, operational resilience and succession readiness.

Core Mission

- Protect the integrity of the IOPs / GEN9 (ACTUALS VERSION) standard by ensuring local execution follows the agreed global model and documented governance.
- Accelerate adoption of planning technologies and reduce manual workarounds by embedding process discipline, training, monitoring and escalation routines.
- Build organizational capability through SOPs, role-based training, certification, onboarding, refreshers and knowledge-transfer practices.
- Drive continuous improvement and transformation through ESOAR principles: Eliminate, Standardize, Optimize, Automate and Robotize where applicable.
- Provide management-level insight to leadership on process health, adoption gaps, capability risks and corrective actions required to sustain performance.

Key Activities and Managerial Responsibilities

Activity Pillar

Managerial Responsibility

Expected Deliverables

Process Governance

Own regional governance for assigned IOPs processes, ensuring standards are interpreted consistently, exceptions are controlled and process deviations are escalated with clear ownership.

Governance forums, issue logs, deviation register, decision records and standard alignment tracker.

SOP Ownership

Create, maintain and refresh SOPs, job aids, process maps and control points aligned to the GEN9 (ACTUALS VERSION) model and business requirements.

Approved SOPs, process maps, RACI, control checklist, version history and communication packs.

Technology Adoption

Enable correct use of SAP ECC, Kinaxis and related planning tools by translating standard process requirements into practical operating routines.

Technology adoption tracker, training material, gap list, workaround elimination plan and usage compliance view.

Capability Building

Design and deploy role-based learning journeys for planners, managers and new joiners, ensuring knowledge is transferred and retained.

Training calendar, attendance evidence, certification status, onboarding plan,



competency matrix and refresher materials.

Transformation / ESOAR

Evaluate process pain points and identify opportunities to eliminate non-value activities, standardize execution, optimize controls and automate repeatable work.

Opportunity pipeline, business case inputs, benefit framing, automation candidates and post-implementation adoption evidence.

Key Activities and Managerial Responsibilities

Activity Pillar

Managerial Responsibility

Expected Deliverables

Escalation and Problem Solving

Coordinate cross-functional resolution for process deviations that cannot be solved within the standard operating model.

Escalation tracker, root cause analysis, corrective action plan and lessons learned repository.

Stakeholder Management

Influence and align stakeholders across planning, procurement, logistics, finance, IT, global process teams and clients to secure adoption and issue resolution.

Stakeholder map, alignment notes, decision log, communication plan and action follow-up.

Performance Management

Define and monitor process-adoption measures and operational indicators to demonstrate the health of the model and the effectiveness of interventions.

KPI dashboard inputs, adoption index, standardization index, training compliance and monthly management summary.

Risk and Controls

Identify risks related to non-standard execution, manual intervention, poor master data, knowledge gaps or technology misuse, and define control actions.

Risk register, control remediation plan, audit evidence and compliance status.

Succession and Continuity

Ensure continuity of knowledge across the organization through documented processes, backup structures and role succession readiness.

Knowledge transfer plan, backup matrix, succession readiness tracker and onboarding package.

Expected Deliverables by Horizon

Cadence

Deliverables

Monthly

Process adoption dashboard; issue and escalation tracker; training compliance update; SOP change log; technology adoption progress; management summary with risks and actions.

Quarterly

Process health review; standardization assessment; capability maturity review; stakeholder governance review; improvement pipeline prioritization; D1 impact narrative for leadership.

Annual / Strategic

Regional capability plan; process transformation roadmap; technology adoption strategy; succession and knowledge continuity plan; standard model refresh and audit readiness package.

Decision Rights and Accountability

Decision Area

Accountability

Owns

Process standards interpretation for the assigned domain, SOP governance, knowledge transfer framework, adoption measurement and escalation discipline.

Recommends

Process improvements, automation opportunities, governance changes, capability investments, KPI targets and corrective action priorities.

Influences

Technology design priorities, global standard updates, stakeholder adoption, planner behavior change and alignment with business outcomes.

Escalates

Non-standard practices, unresolved ownership conflicts, systemic process failures, technology constraints and risks impacting service delivery or control compliance.

Stakeholder Interface

Stakeholder

Purpose of Interaction

Planning Operations

Ensure planners understand and execute the standard process; capture feedback; convert recurring issues into standard improvements.

Global Process / GEN9 (ACTUALS VERSION) Teams

Validate alignment with global IOPs standards; escalate model gaps; support design decisions and governance updates.

IT / Technology Teams

Translate process needs into technology requirements; support testing, adoption and workaround elimination.

Procurement / Logistics / Finance

Clarify ownership boundaries, support cross-functional resolution and prevent planning teams from absorbing non-planning activities.

Leadership / Client Stakeholders

Provide process-health visibility, risk transparency, benefit narrative and transformation roadmap updates.

Key Results / Measures

Measure

Purpose





Expected Evidence

IOPs / GEN9 (ACTUALS VERSION) Adoption Index

Measures adherence to the standard model across assigned processes.

Target to be defined by leadership; monthly monitoring recommended.

Technology Adoption

Measures effective usage of SAP ECC, Kinaxis and related tools versus manual workarounds.

Progressive elimination of Excel-based or non-standard execution where applicable.

Standardization Index

Measures SOP coverage, process compliance, governance adoption and consistency across the organization.

Improvement trend and closure of process gaps.

Training Compliance

Measures completion of required learning and refreshers for the target population.

100% target population completed where mandatory.

Certification Completion

Measures certification of planners/key users in relevant technologies and processes.

100% completion for mandatory technology / process certification.

Issue Resolution Effectiveness

Measures closure rate and recurrence reduction for process deviations.

Reduction of repeated deviations and timely closure of governance actions.

Knowledge Continuity

Measures readiness of backups, onboarding materials and succession coverage.

Documented continuity plan and evidence of knowledge transfer.

D1 Grade Argumentation

D1 Dimension

Positioning Rationale

Managerial Scope

The role governs regional process adoption across multiple planning domains and stakeholders, requiring management-level coordination and prioritization.

Complexity

The role manages ambiguity between global standards, local execution, technology limitations and business changes, converting gaps into sustainable solutions.

Influence

The role drives adoption through stakeholders who may not report directly to the position, requiring structured influence, communication and change leadership.

Business Impact

The role directly contributes to operational stability, productivity, standardization, technology adoption and reduction of manual rework.

Risk and Control Ownership

The role protects the organization from non-standard execution, poor knowledge continuity, technology misuse and uncontrolled process deviations.

Capability Leadership

The role builds organizational capability through training, certification, SOPs, onboarding and succession readiness, enabling sustainable performance beyond individual contributors.

Transformation Leadership

The role identifies and frames opportunities for elimination, standardization, optimization and automation, supporting scalable transformation across the planning organization.

Qualifications and Competencies

Competency Category

Required Capability

Proposed Level

Core Capgemini Behaviors

Living Capgemini Values, Diversity, Life Balance, Professional Integrity, Client Value and Service Excellence, Collaboration, Flexibility, Initiative, Resilience, Continuous Learning and Self-Development.

Meets Expectations

Foundational Basics

Influencing, Change Management, Delivery Basics, Problem Solving, Appraisal and Decision Making, Communication.

Practitioner / Advanced Practitioner

Agile Ways of Working

Design Thinking, Organizational Dexterity, Entrepreneurial Mindset, Customer Centricity, Dealing with Ambiguity, Project Management.

Practitioner / Advanced Practitioner

Business Understanding and Partnering

Market intelligence, operating model understanding, finance/commercial awareness, client and stakeholder partnering.

Practitioner / Advanced Practitioner

Data Management and Leverage

Data security and privacy, data-driven decision making, analytics, data management discipline.

Practitioner / Advanced Practitioner

Role-Specific

Effective communication, teamwork, conflict management, proactivity, leadership, adaptability, structured governance and executive storytelling.

Practitioner / Advanced Practitioner

Suggested Final Role Statement

The Manager Process Expert IOPs is accountable for sustaining the standard IOPs / GEN9 (ACTUALS VERSION) operating model across LATAM by governing process execution, enabling technology adoption, developing organizational capability, and driving continuous improvement. The role requires D1-level leadership due to its regional impact, cross-functional influence, transformation ownership, risk-control accountability and measurable contribution to operational performance.

📌 Supply Chain Senior Manager Process Expert IOPs (Aguascalientes)
🏢 Importante empresa
📍 Aguascalientes