🚨 Hiring: Manager, KPI & People Effectiveness Lead

📍 Location: Gulshan-1, Dhaka | Office & Field-Based
💼 Employment Type: Full-Time
🕘 Working Hours: 9:00 AM – 6:00 PM
📅 Weekly Holidays: 2 Days
💰 Salary: BDT 100,000 – 150,000 per month
🎯 Additional: Performance-Based Commission & Bonus
💼 Experience: 10+ Years

About the Role

We are looking for a highly experienced and analytical Manager, KPI & People Effectiveness Lead with 10+ years of professional experience in performance management, service operations, business analysis, reporting, operational excellence or a related field.

The successful candidate will be responsible for developing, managing and continuously improving the organisation’s performance-management framework and driving measurable improvements in productivity, service quality, customer experience and overall business performance.

Key Responsibilities

• Develop and manage an end-to-end KPI and performance-management framework.

• Define KPI formulas, targets, tolerances, data sources, ownership and reporting frequency.

• Build and maintain automated dashboards and management reports.

• Monitor daily, weekly and monthly performance against agreed KPIs and SLAs.

• Analyse performance gaps, identify root causes and recommend corrective actions.

• Lead regular performance-review meetings and ensure timely action follow-up.

• Work closely with operational managers to improve productivity, quality, customer experience and profitability.

• Ensure high standards of reporting accuracy, data integrity and version control.

• Provide senior management with clear insights, forecasts, risks and improvement opportunities.

• Support client reporting, contract-performance reviews, tender submissions and business-planning activities.

• Train managers and team leaders on KPI interpretation, dashboard usage and data-driven performance coaching.

• Lead continuous-improvement initiatives and measure their operational and financial impact.

Key Success Measures

• Timely and accurate performance reporting with minimal data errors.

• Improved achievement of SLA, quality, productivity and customer-experience targets.

• Reduced manual reporting through automation and process improvement.

• Faster identification and resolution of performance issues.

• Clear ownership and timely closure of performance-improvement actions.

• Measurable improvements in operational performance, including reduced backlog, improved conversion, higher utilisation and lower service costs.

Required Skills & Experience

Essential

• 10+ years of relevant professional experience in performance management, service operations, business analysis, reporting, operational excellence or a related field.

• Strong Microsoft Excel skills, including Pivot Tables, advanced formulas, Power Query and data validation.

• Hands-on experience with Power BI, Tableau, Looker Studio or similar dashboarding tools.

• Familiarity with CRM, call-centre, ticketing, workflow, workforce-management or financial systems.

• Strong analytical and problem-solving skills, including variance and root-cause analysis.

• Ability to present complex data clearly to senior management and operational teams.

• Proven experience working with KPIs, SLAs, service-delivery targets, quality standards and customer-experience metrics.

• Excellent stakeholder-management, communication and presentation skills.

• Strong attention to detail with a high level of confidentiality and data accuracy.

🎁 What We Offer

✅ Competitive Salary
✅ Performance-Based Commission & Bonus
✅ Travel Allowance
✅ Mobile Bill
✅ 2 Festival Bonuses
✅ Yearly Salary Review
✅ Career Growth Opportunities
✅ Professional Training & Development
✅ Lunch Facility

📩 How to Apply

Interested candidates are requested to send their updated CV to:

📧 arafatrnscareer@gmail.com

Subject: Manager, KPI and People Effectiveness Lead