Assistant Manager – DFCC Bank

Assistant Manager – DFCC Bank

Job Overview

DFCC Bank PLC is seeking a highly motivated and experienced professional for the position of Assistant Manager – Service Recovery & Engagement under the Service Experience division. The selected candidate will be responsible for improving customer experience initiatives, managing complaint escalations, monitoring service quality metrics, and supporting operational excellence across the bank.

This role is ideal for candidates with strong analytical, customer service, and banking operations experience who are passionate about enhancing customer satisfaction and driving service improvements within a leading Sri Lankan commercial bank.

Job Title

Assistant Manager – Service Recovery & Engagement

Company

DFCC Bank PLC

Department

Service Experience

Location

Colombo 03, Sri Lanka

Job Type

Full-Time

Industry

Banking / Customer Experience / Service Quality Management

About DFCC Bank PLC

DFCC Bank PLC is one of Sri Lanka’s leading commercial banks, recognized for innovation, customer-centric banking solutions, and operational excellence. The bank is committed to creating an inclusive work culture while providing employees with professional growth opportunities and exposure to modern banking practices.

Key Responsibilities

• Manage customer experience initiatives across the bank
• Monitor NPS, SLA adherence, QA scores, and service improvement activities
• Coordinate complaint escalation management, investigations, and root cause analysis
• Conduct and manage customer service surveys including NPS, CSAT, NES, and Mystery Shopper programs
• Prepare and maintain service dashboards, monthly reports, and operational risk reports
• Support team management through staff coaching, discipline, and performance improvement
• Collaborate with internal stakeholders to identify service gaps and implement sustainable solutions

Requirements

• Full or part qualifications in AAT or part qualifications in ICASL, CIMA, CIM, IBSL, or ACCA
• Minimum 4–6 years of relevant experience in a bank or financial institution
• Strong written and verbal communication skills
• Excellent analytical and problem-solving capabilities
• Ability to conduct root cause analysis and identify service improvements
• Proficiency in Microsoft Office applications including Word, Excel, and Outlook
• Prior exposure to customer service, complaint handling, service quality management, or operational risk functions

Preferred Skills

• Customer experience management
• Complaint resolution and escalation handling
• Service quality analysis
• Banking operations knowledge
• Dashboard reporting and data analysis
• Stakeholder communication and coordination

Benefits

• Opportunity to work with one of Sri Lanka’s leading commercial banks
• Career growth and development opportunities
• Exposure to modern banking and customer experience practices
• Professional and inclusive work environment
• Competitive remuneration and employee benefits

How to Apply

Interested applicants should email an updated CV or DFCC Bank application form mentioning the applied position in the subject line on or before 19th May 2026.

Email

recruit@dfccbank.com