Deputy Manager – Customer Relations

We believe that customer engagement is the foundation of sustainable business growth. Therefore, we are seeking a highly motivated, energetic, and service-oriented professional to lead and strengthen our Call Centre operations.

Job role

1. Supervise and manage the day-to-day operations of the Call Centre.
2. Ensure prompt, professional, and customer-focused handling of inbound and outbound calls.
3. Monitor service quality, productivity, turnaround time, and customer satisfaction levels.
4. Handle escalated customer complaints and ensure timely resolution.
5. Prepare and analyze Call Centre performance reports, KPIs, and service metrics.
6. Coordinate with underwriting, claims, sales, branches, and other departments to ensure seamless customer service.
7. Train, motivate, and guide Call Centre staff to achieve operational excellence.
8. Drive customer retention, cross-selling, and service improvement initiatives.
9. Ensure compliance with company policies, regulatory requirements, and governance standards.
10. Maintain high standards of professionalism, discipline, and confidentiality.

Profile

1. Bachelor’s degree and/or professional qualification in business management, marketing, insurance, or related discipline is advantage. (A part qualification would also be considered)
2. Total of appx 10 years’ relevant experience and 5 years executive / senior executive / supervisory capacity experience in customer service, Call Centre operations, or insurance operations.
3. Prior experience in the insurance or financial services industry will be a definite advantage.
4. Excellent communication skills in Sinhala and English. Tamil language ability will be an added advantage.
5. Strong leadership, interpersonal, negotiation, and problem-solving skills.
6. Ability to work under pressure and manage difficult customer situations professionally.
7. Sound knowledge of MS Office applications and reporting.

When applying

Please forward your updated CV with contact details of two non-related referees within 7 days of this advertisement, mentioning the position applied for in the subject line.

Only short-listed applicants will be contacted and any mode of canvassing will be an immediate disqualification.