Job Title: GMS CEC & Performance Delivery Lead – Pakistan & Bangladesh

Location: Dhaka, Bangladesh
Reports To: Regional GMS Performance Delivery Lead

Role Purpose

The GMS CEC & Performance Delivery Lead is responsible for leading consumer engagement operations, performance delivery, analytics, vendor governance, and continuous improvement across Pakistan and Bangladesh. This role connects Consumer Experience, Business Performance, and Transformation by turning operational and consumer data into actionable insights while ensuring service excellence and business growth.

Key Responsibilities:

Performance Delivery & Operational Excellence

• Own service delivery performance across assigned markets and services.
• Ensure achievement of KPIs, SLAs, quality, productivity, and consumer experience targets.
• Monitor performance trends, identify risks and opportunities, and implement corrective actions.
• Drive continuous improvement and operational excellence initiatives.

Consumer Experience & Business Partnership

• Lead end-to-end consumer engagement across queries, complaints, escalations, compliments, and feedback.
• Partner with cross-functional teams including Brand, Quality, R&D, Legal, and Supply Chain.
• Ensure effective complaint management and brand reputation protection.
• Promote a consumer-centric culture through insights and collaboration.

Analytics, Insights & Reporting

• Analyze operational, consumer, and performance data to generate business insights.
• Develop dashboards and reporting solutions.
• Deliver trend analysis and recommendations to support decision-making.
• Share best practices across markets and partners.

Vendor Governance & Stakeholder Management

• Manage strategic service partners and vendor performance.
• Conduct regular business reviews and performance discussions.
• Ensure service quality, compliance, and customer satisfaction standards are met.

Transformation & Innovation

• Identify opportunities to simplify, digitize, and automate processes.
• Support implementation of new technologies and analytics solutions.
• Drive adoption of scalable and efficient ways of working.

People & Financial Leadership

• Lead, coach, and develop high-performing teams.
• Manage budgets, forecasting, vendor spend, and financial governance.
• Foster a culture of accountability, collaboration, and continuous learning.

Qualifications & Experience

• Strong operational and business acumen with a consumer-first mindset.
• Advanced analytics and reporting capabilities.
• Proven stakeholder and vendor management experience.
• Experience driving operational performance, transformation, and automation.
• Strong leadership, communication, and influencing skills.
• Ability to translate data into actionable business outcomes.

Success Measures

• KPI, SLA, CSAT, and quality performance.
• Consumer experience and brand protection outcomes.
• Business impact generated through insights and analytics.
• Vendor performance and operational governance.
• Productivity, automation, and transformation results.
• Team capability, engagement, and performance.