Lead, Client Impact – Microfinance Portfolio

About the role

The Lead, Client Impact will shape how BRAC International Microfinance measures, manages and improves impact across its multi‑country portfolio, ensuring services remain inclusive and client‑centric, especially for women and people living in poverty.

Key responsibilities

• Lead the Impact Measurement & Management (IMM) agenda, overseeing flagship reports such as the 60 Decibels Lean Data Report and internal dropout surveys.
• Maintain and institutionalise a detailed customer journey map to enhance client experience and address pain points.
• Strengthen poverty‑outreach measurement, cross‑country learning and innovative tracking mechanisms.
• Improve complaint handling frameworks to protect clients and ensure safe issue resolution.
• Oversee Social Performance Management (SPM), guiding entities through quarterly SPI5 audits and reporting to boards, investors and donors.
• Collaborate with technology, finance and technical teams to design standardized data collection templates and ensure data quality.
• Operationalise BI MF strategy, linking impact insights to business decisions and fostering synergies with other programmes.
• Build and mentor a high‑performing team, focusing on succession planning and women leadership.

Required profile

• Proven senior leadership experience in impact measurement, social performance or microfinance environments.
• Strong understanding of client protection principles, poverty‑outreach metrics and data‑driven decision making.
• Excellent collaboration skills to work with cross‑functional teams and external stakeholders.

Required skills

• Impact Measurement & Management frameworks
• Social Performance Management and SPI5 audit processes
• Client journey mapping and Lean Data analysis
• Data collection, storage and reporting systems