Team Leader

Team Leader – CDB Finance PLC

Job Overview

Job Title: Team Leader – Premium Contact Centre Operations
Company: Citizens Development Business Finance PLC (CDB Finance PLC)
Job Category: Banking & Insurance, Customer Service & BPO, Management, Private Jobs
Job Location: Colombo District, Sri Lanka

CDB Finance PLC is seeking an experienced and customer-focused professional for the position of Team Leader – Premium Contact Centre Operations. The selected candidate will be responsible for leading inbound contact centre operations, managing team performance, ensuring service excellence, and delivering a high-quality customer experience for Affluent and High-Net-Worth (HNW) customers.

Position Details

Position: Team Leader – Premium Contact Centre Operations

The role involves managing daily contact centre activities, monitoring operational performance, coaching team members, handling customer escalations, and ensuring seamless service delivery while maintaining customer satisfaction and operational standards.

Application Method: Apply using the application button provided on the job post.

Company Overview

Citizens Development Business Finance PLC (CDB Finance PLC) is a leading financial services provider in Sri Lanka, committed to empowering individuals and businesses through innovative financial solutions. The company focuses on customer-centric services, professional development, and creating opportunities for employees to grow within the financial services industry.

Qualifications & Experience

• Minimum 3 – 5 years of experience in Contact Centre, Customer Service, or Customer Experience Operations.
• Proven experience in a supervisory or Team Leader capacity.
• Strong hands-on experience in inbound Contact Centre operations and service management.
• Experience managing customer escalations, complaints, and sensitive customer interactions.
• Previous experience serving Affluent, High-Net-Worth (HNW), Premium Banking, Private Banking, or relationship-managed customers will be highly advantageous.

Key Responsibilities

• Lead and manage day-to-day inbound Contact Centre operations for the Premium Customer Service segment.
• Ensure premium, personalized, and relationship-focused service for Affluent and HNW customers.
• Manage inbound call volumes, service levels, queue performance, productivity, and operational KPIs.
• Monitor operational performance and take timely corrective actions to achieve agreed service standards.
• Handle escalated, complex, and sensitive customer interactions with professionalism, empathy, and sound judgment.
• Ensure customer requests, complaints, and service issues are properly owned, followed up, and resolved within agreed SLAs.
• Coach, mentor, and develop Contact Centre staff on premium customer handling, communication, and service standards.
• Conduct regular performance reviews, call quality assessments, and coaching sessions.
• Monitor call quality, customer feedback, CSAT, NPS, and other service quality indicators.
• Identify service gaps and implement initiatives to improve customer experience and operational efficiency.
• Coordinate with Relationship Managers and relevant internal teams to ensure seamless end-to-end customer service.
• Ensure strict confidentiality and appropriate handling of sensitive customer and financial information.
• Promote a strong culture of customer centricity, accountability, professionalism, and service excellence.

Required Skills

• Strong understanding of Contact Centre KPIs and operational metrics, including Service Level, Average Handling Time (AHT), Abandonment Rate, Productivity, Quality Scores, CSAT/NPS, and SLA performance.
• Excellent communication and interpersonal skills.
• Strong leadership, coaching, and people management capabilities.
• Excellent problem-solving, decision-making, and analytical skills.
• Strong stakeholder management and cross-functional collaboration skills.
• Exceptional customer-centric mindset with the ability to deliver personalized service.
• High level of integrity, confidentiality, professionalism, and discretion.
• Ability to manage teams in a fast-paced customer service environment.

Salary & Benefits

• Competitive remuneration package based on qualifications, competencies, and abilities.
• Defined career growth opportunities.
• Opportunity to work with an experienced team in the financial services industry.
• Professional development opportunities.

How to Apply

Interested candidates should send their CV along with contact details of two non-related referees.

Applications should be sent via email to:

careers@cdb.lk

Please mention the position applied for in the subject line of the email.

Important Notes

• Job Location: Colombo District, Sri Lanka.
• Only shortlisted candidates will be contacted.
• Candidates should ensure that all required information is included in their application.
• CDB Finance PLC is committed to providing equal employment opportunities based on merit and competency.