Senior Deputy Manager (Customer Experience)

Senior Deputy Manager (Customer Experience) – DFCC Bank

Job Overview

NDB Bank is inviting applications for the position of Senior Deputy Manager – Customer Experience. This is an excellent leadership opportunity for experienced banking professionals who are passionate about enhancing customer experience, driving service excellence, and leading customer-centric initiatives across the Bank. The successful candidate will be responsible for implementing the Voice of the Customer (VOC) strategy, managing customer feedback, improving service quality, and ensuring exceptional customer satisfaction across all banking channels.

Position Details

Job Title: Senior Deputy Manager – Customer Experience

Company: NDB Bank PLC

Job Category: Banking & Insurance, Private Jobs

Job Location: Colombo District, Sri Lanka

Employment Type: Full-Time

Application Deadline: 03 August 2026

Company Overview

NDB Bank PLC is one of Sri Lanka’s leading licensed commercial banks, recognized for its innovative banking solutions, customer-focused services, and commitment to excellence. With a strong nationwide presence, NDB Bank continues to invest in digital transformation, employee development, and customer experience, making it one of the country’s most respected financial institutions and a Great Place to Work Certified employer.

Qualifications & Experience

Applicants should possess the following qualifications and experience:

• Bachelor’s Degree from a recognized university.
• Full or part professional banking qualification.
• Minimum of 10 years of progressive experience in branch banking operations.
• Sound understanding of branch banking operations, retail asset and liability products, and related business processes.
• Excellent communication, networking, and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Ability to work effectively under pressure and meet deadlines.
• Innovative mindset with the ability to drive change and continuous improvement.

Key Responsibilities

• Drive the Voice of the Customer (VOC) strategy across the Bank.
• Establish and manage the Customer Feedback Centre.
• Implement Service Leader initiatives and develop a Service Quality platform.
• Monitor customer experience metrics and customer attrition ratios.
• Lead customer journey mapping and define Service Level Agreements (SLAs).
• Drive service standards and KPIs across branches and departments.
• Conduct branch and departmental visits to assess compliance with SOPs and service standards.
• Resolve customer concerns within agreed service levels.
• Lead customer satisfaction surveys and implement continuous service improvements.
• Manage customer complaints received through regulatory authorities within specified SLAs.
• Lead the Customer Feedback Centre, OMNI, and Service Quality teams to achieve customer satisfaction targets.
• Plan and organize learning and development programmes for Service Leaders and frontline staff in collaboration with HR.
• Ensure compliance with organizational audit requirements and FCPR guidelines.

Required Skills

• Customer experience management.
• Voice of the Customer (VOC) strategy.
• Service quality management.
• Branch banking operations.
• Customer journey mapping.
• SLA and KPI management.
• Complaint handling and grievance resolution.
• Leadership and people management.
• Communication and stakeholder management.
• Strategic planning and continuous improvement.

Salary & Benefits

• Attractive executive remuneration package.
• Opportunity to work in a leading Sri Lankan commercial bank.
• Career advancement at Senior Deputy Manager level.
• Professional learning and leadership development opportunities.
• Exposure to strategic customer experience and service transformation initiatives.
• Inclusive and performance-driven working environment.

How to Apply

Interested candidates should submit their application through the Bank’s official careers portal on or before 03 August 2026.

Important Notes

• This position is offered at the Senior Deputy Manager level.
• The role is based in Colombo District, Sri Lanka.
• Only shortlisted candidates will be contacted for the selection process.
• NDB Bank is an equal opportunity employer.
• Applicants should ensure all information submitted is accurate and complete before the closing date.