Hatton National Bank Team Leader Job Vacancies 2026

Key Responsibilities

• Managing staff of the Operation Team which includes improving their performance, managing leave, improving skills and personal growth.
• Assisting agents to handle customer inquiries, requests and complaints successfully
• Timely reporting of accurate statistics and insights related to Contact Centre operations, to relevant business lines for critical decision making and further action.
• Coordinating with relevant business units on required changes related to Contact Centre operations and successfully implementing processes for action. 
• Maintain processes, records and logs relevant for future auditing related to Contact Centre operations.
• Responsible for the overall management, development and continuation of the Contact Centre operations team to achieve set revenue targets.
• Managing staff stress, grievances and improve staff engagement.
• Floor management, escalation of identified issues and follow-up till resolution.
• Coordinating with other functions of the Bank to review processes and procedures involved.

Knowledge, Skills and Abilities

• Communication skills, excellent verbal and written communication skills with the ability to convey complex information in a clear and concise manner.
• Fluency in English and Sinhala, Tamil is an added advantage.
• Strong problem-solving skills and the ability to think critically to address customer concerns and find effective solutions.
• Demonstrate commitment to delivering exceptional customer service and a passion for customer satisfaction.
• Ability to analyze data and customer feedback to identify trends and opportunities for improvement, including proficiency in Root Cause Analysis techniques.
• Proven ability to work collaboratively with cross-functional teams to achieve common goals.

Core Competencies

• Excellent interpersonal skills
• Ability to manage a team and drive performance
• Ability to acquire and drive sales to achieve set targets
• Good presentation and data analytics skills
• Should be proactive, independent and self-motivated
• Ability to meet deadlines and work under pressure
• Maintain processes, records and logs relevant for future auditing

Experience and Qualifications

• Minimum of five ‘Credit’ passes including Mathematics and English for G.C.E. Ordinary Level.
• Minimum of three ‘Simple’ passes for G.C.E. Advanced Level.
• Any partially/fully completed Professional qualification or Degree.
• Experience of minimum 5 years in a contact centre environment and a minimum of 2 years in a supervisory role.
• Candidates with prior experience in the banking sector will be given priority
• Familiarity with call centre technologies and customer relationship management.
• Previous experience in implementing process improvements and driving positive change is a plus.
• Ability to remain calm under pressure and handle challenging customer interactions professionally.