The clearest current answer I can verify is:
Imtiaz Abdul Wahid is the Chairman of Cargills Restaurants (Private) Limited, the Cargills subsidiary that operates KFC in Sri Lanka. He is also Cargills’ Group Managing Director / Deputy CEO. (cargillsceylon.com)
Operationally, Ranil Irugalbandara appears to be the senior KFC executive underneath that level. The latest Cargills group directory I found still lists him as a Director of Cargills Restaurants, and current business-profile data lists him as DGM – KFC. Historically, Cargills publicly identified him as General Manager of the Restaurants sector. (CSE Chatbot)
So if you’re asking “who does Harshini’s complaint ultimately roll up to?”:
Harshini / outsourced call centre → KFC operations/customer service → Ranil Irugalbandara → Imtiaz Abdul Wahid / Cargills Restaurants board.
If you want the most relevant person to escalate to, I’d target Ranil first, not the group CEO. He’s close enough to operations to actually care about a recorded customer-service failure.
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I hear on Reddit, like a lot of KFC staff, pick food up, after it's fallen on the ground, and serve it to the customers