Senior Manager (Contract Center) – Commercial Bank

Senior Manager (Contract Center) – Commercial Bank

Job Overview

Commercial Bank of Ceylon PLC is inviting applications from experienced professionals for the position of Senior Manager – Contact Center. This senior leadership role focuses on digital transformation, omnichannel customer engagement, AI-enabled servicing, and operational excellence within the banking sector.

Position Details

Position: Senior Manager – Contact Center
Company: Commercial Bank of Ceylon PLC
Industry: Banking & Financial Services
Employment Type: Full-Time
Location: Sri Lanka

Company Overview

Commercial Bank of Ceylon PLC is one of the most awarded and technologically advanced banks in Sri Lanka, recognized globally for innovation, customer service excellence, and digital banking leadership.

Key Responsibilities

• Define and execute a forward-looking Contact Center strategy aligned with the bank’s retail transformation initiatives
• Drive AI-enabled servicing, CRM integration, and automated self-service capabilities
• Oversee omnichannel inbound and outbound customer engagement across voice and digital channels
• Manage operational KPIs including SLA, AHT, FCR, and NPS
• Lead customer retention and proactive service recovery initiatives
• Manage vendor governance and outsourced operations while maintaining service quality standards
• Utilize analytics and Voice of Customer (VoC) feedback to improve customer journeys and operational efficiency
• Ensure compliance with regulatory standards including PCI-DSS and ISO 27001
• Act as the primary escalation point for critical incidents and business continuity planning

Qualifications & Experience

Applicants should possess:

• A Bachelor’s Degree in Business, Operations, or a related field
• A Master’s Degree (MBA) or certifications such as Six Sigma, PMP, or Contact Centre Management will be an added advantage
• Minimum of 10 years’ experience in Contact Centre or Customer Service leadership
• Proven track record in large-scale digital transformation and technology migration projects
• Strong expertise in managing multi-channel and multi-location operations
• Hands-on experience with AI-enabled servicing, CRM integration, automation, and omnichannel platforms
• Strong leadership, analytical, stakeholder management, and problem-solving skills
• Experience in BFSI (Banking, Financial Services & Insurance) environments is highly preferred

Salary & Benefits

• Attractive remuneration package
• Opportunity to work with one of Sri Lanka’s leading banking institutions
• Exposure to advanced digital banking technologies and transformation initiatives

How to Apply

Interested candidates are invited to apply through the official corporate careers portal of the bank.

Application Process

Click the Apply Button below