Executive - Service Experience (SE)
Customer Service / Public Relations / Call Center
About the Employer
Job Description
You should ideally:
- possess a degree in a relevant discipline from a recognized university, supported by a suitable professional qualification
- have 5–8 years of experience in customer experience, customer care, service excellence, customer intelligence, customer loyalty, or related customer management functions, preferably within banking or financial services
- be able to demonstrate a proven track record of driving customer-centric decision-making, service improvements, and change initiatives at an organizational level
- have strong experience in root-cause analysis, complaint trend analysis, data analytics, process improvement, and performance management
- possess advanced proficiency in Excel, PowerPoint, reporting tools, and statistical/data analysis techniques
- have excellent communication, stakeholder management, leadership, and problem-solving skills, with the ability to influence and collaborate across multiple business functions and senior management levels
You will be mainly responsible for:
- managing customer requests, inquiries, escalations, and complaints end-to-end, ensuring adherence to service standards, SLAs, and regulatory turnaround requirements
- maintaining a consistently positive customer experience through professional, accurate, and effective communication across all customer touchpoints
- ensuring compliance with regulatory requirements, internal policies, and complaint-handling guidelines, including timely escalation of high-risk or reputationally sensitive cases
- conducting in-depth analysis of customer complaints and service failures to identify recurring patterns, systemic issues, and root causes across products, channels, and business units
- preparing periodic complaint trend reports and management dashboards, translating raw complaint data into actionable insights for senior leadership
- designing and driving corrective action plans in collaboration with relevant business units to address root causes and reduce complaint volumes and recurring issues
- monitoring the effectiveness of implemented corrective actions, tracking complaint reduction against defined targets, and escalating unresolved systemic risks to senior management
- reviewing customer feedback, survey results, and Voice of Customer (VoC) insights to proactively identify service improvement opportunities ahead of customer escalations
- collaborating with internal stakeholders across Cards, Compliance, Operations, Digital, Product, and Branch Teams to implement service enhancements and embed a customer-first culture
- tracking, analyzing, and reporting key performance indicators, including turnaround times, complaint volumes, resolution rates, and customer satisfaction metrics, to support data-driven decision-making at leadership level
We are an equal opportunity employer, committed to promoting an inclusive and diverse environment. Recruitment to the Bank is based solely on merit and competency irrespective of other characteristics that make our employees unique. Any form of canvassing is discouraged. Correspondence will only be with the shortlisted candidates.
Please apply via e-mail by sending an updated CV or a DFCC Bank application form which could be downloaded from our website to [email protected] with the position applied for mentioned in the subject line, within 7 days of this advertisement.
Chief Human Resources Officer DFCC Bank PLC 73/5, Galle Road, Colombo 03
