Senior Executive - Customer Service

Senior Executive – Customer Service 

Union Assurance is a leading corporate and one of the fastest growing entities in the Life Insurance industry backed by the strength and stability of John Keells Holdings PLC, Sri Lanka's largest conglomerate.  

The Job Role: 

The person is responsible to lead customer experience and service operations by managing customer feedback, resolving complaints, ensuring compliance, enhancing service quality, and driving customer satisfaction through continuous improvement and effective team leadership. 

Principle Accountabilities: 

• Develop and implement a comprehensive customer feedback mechanism to gather customer insights and feedback, and ensure the voice of the customer is heard  

• Ensure that customer complaints are addressed within the stipulated time and as per the guidelines and regulations 

• Design and implement robust customer redressal mechanisms to ensure customer grievances are resolved effectively and efficiently 

• Develop and implement outreach initiatives to enhance customer engagement and improve customer experience 

• Oversee the operations of the call center to ensure that service levels adherence, and that customer queries and complaints are resolved in a timely and efficient manner 

• Ensure that all inbound and outbound calls are conducted as per regulations and requirements 

• Manage the operations of the inbound and outbound calls and customer outreach 

• Monitor and analyze customer feedback and complaint data to identify trends and issues, and recommend appropriate solutions to address them 

• Establish and maintain effective relationships with internal and external stakeholders to ensure that customer needs and expectations are met 

• Develop and implement quality assurance programs to monitor and evaluate the performance of customer service representatives 

• Work closely with other departments to ensure that customer service is integrated into all aspects of the organization 

• Identify opportunities to enhance customer experience and satisfaction, and make recommendations to the senior team 

• Analyze customer feedback and complaint data to identify areas for process improvement and recommend appropriate solutions 

• Develop and implement customer engagement initiatives to enhance customer experience and satisfaction 

• Oversee the operations of the complaint management unit to ensure that customer grievances are addressed within the stipulated time and as per the guidelines and regulations 

• Manage the branch service operations and HO service operations to ensure that queries and tickets raised by branches are addressed in a timely and efficient manner and walk-in customers receive the resolution to their problems 

• Develop and implement policies and procedures to ensure that all customer service operations are in compliance with relevant laws, regulations, and guidelines 

• Provide regular reports on customer feedback, complaint data, and customer service operations to the board 

• Provide leadership to the team to drive innovation, collaboration, and data-driven decision making  

• Guide and monitor performance to ensure productive and professional delivery 

Qualifications and Experience 

• A bachelor’s degree from a recognized University in any discipline.
• Full/ Part qualification in recognized professional institute will be an added advantage
• Minimum 03 years of experience in customer service or customer complaint management.
• Sound knowledge on Microsoft office packages
• Excellent communication and interpersonal skills
• Strong adaptability, work under pressure and capacity to work in fast-paced environments.
• Ability to work independently and in a team-oriented environment

The selected candidate for the above position will be entitled to an attractive remuneration package. Applicants who are interested are encouraged to apply on or before 25th July 2026.