Careline Lead, Asia & METSA

About the Role

The Magnum Ice Cream Company is building a new Global Business Solutions (GBS) organization and is seeking a Careline Lead for the Asia & METSA region. This role is a key part of the GBS transformation partner, delivering innovative solutions and developing future-fit capabilities. You will be instrumental in creating a fully independent, new Ice Cream company and a greenfield GBS organization supporting operational agility.

Key Responsibilities

• Act as the primary point of contact between GBS Careline teams and markets within the region.
• Provide an additional layer of supervision for work performed by 3rd party vendors for daily services.
• Serve as the escalation point for operational risks, delays, or service failures, coordinating crisis management and ensuring timely resolution and transparent communication.
• Ensure Careline operations consistently follow TMICC global standards, processes, tools, timelines, and communications.
• Monitor and govern region-level Careline operations performance using dashboards and reports, ensuring service delivery meets agreed SLAs, KPIs, and quality standards.
• Identify trends, risks, and root causes of underperformance, drive corrective actions, and promote continuous improvement.
• Support markets during transitions, onboarding, and operating model changes, ensuring awareness, readiness, and alignment.
• Hold accountability for region-level budget governance, including vendor cost tracking, volume forecasting, and cost optimization identification.
• Manage stakeholder relationships across internal teams (Marketing, Legal, Supply Chain, Quality) and external partners.

Requirements & Tech Stack

• Practical experience in Consumer or Customer Engagement operations, with an understanding of customer care processes, performance KPIs, and quality standards.
• Exposure to governance, coordination, or oversight roles within GBS, shared services, BPO, or complex multi-market environments.
• Team Manager experience in supervising team members (direct or 3rd party BPO).
• Ability to work across multiple countries or markets, supporting alignment with global standards, processes, and timelines.
• Experience supporting or coordinating transitions, operating model changes, or transformations, with a strong understanding of readiness, governance, and escalation.
• Strong analytical skills, with the ability to review performance dashboards, identify trends and risks, and drive follow-up actions.
• Excellent stakeholder management and communication skills, combined with a high ownership mindset and confidence to challenge and escalate where required.

Qualifications

No specific educational qualifications were listed in the provided text.