Citizens Development Business Finance PLC (CDB) is a leading, award-winning licensed finance company based in Sri Lanka. Incorporated on 7 September 1995, it ranks among the top four largest Non-Banking Financial Institutions (NBFIs) in the country. Headquartered in Colombo, it is a publicly traded company listed on the Main Board of the Colombo Stock Exchange (CSE: CDB).
Team Leader – CDB Bank Job Vacancies
Available Vacancies:
Applications are invited
- Team Leader
Organization: CDB Bank
Team Leader – Premium Contact Centre Operations
We seek an experienced and customer-focused Team Leader – Premium Contact Centre Operations to lead our inbound Contact Centre operations supporting Affluent and High-Net-Worth (HNW) customers.
The successful candidate will be responsible for delivering a high-quality, personalized and seamless customer experience
while managing day-to-day operations, team performance and service excellence.
Key Responsibilities
- Lead and manage day-to-day inbound Contact Centre operations for the Premium Customer Service segment
- Ensure premium, personalized and relationship-led service to Affluent and HNW customers
- Manage inbound call volumes, service levels, queue performance productivity and operational KPIs
- Monitor operational performance and take timely corrective action to achieve agreed service standards
- Handle escalated, complex and sensitive customer interactions with professionalism, empathy and sound judgment
- Ensure customer requests, complaints and service issues are appropriately owned, followed up and resolved within agreed SLAs
- Coach, mentor and develop Contact Centre staff on premium customer handling, communication and service standards
- Conduct regular performance reviews, call quality assessments and coaching sessions
- Monitor call quality, customer feedback, CSAT, NPS and other service quality indicators
- Identify service gaps and implement initiatives to continuously improve customer experience and operational efficiency
- Coordinate closely with Relationship Managers and relevant internal teams to ensure seamless end-to-end customer service
- Ensure strict confidentiality and appropriate handling of sensitive customer and financial information
- Promote a strong culture of customer centricity, accountability, professionalism and service excellence within the team
| CDB Bank Job Vacancies – English Advertisement | View |
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| Apply Now | [email protected] |
| Closing Date | 2026-09-16 |
| Source | topjobs.lk (2026/09/11) |
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