Assistant Manager - Service Recovery and Engagement

About the Role

Mid-level management role overseeing customer experience initiatives including NPS monitoring, complaint escalation, service quality surveys, and operational risk reporting.

Responsibilities

• Monitor NPS, SLA adherence, and QA scores across customer touchpoints
• Coordinate complaint escalation processes and root cause investigations
• Conduct service surveys including NPS, CSAT, NES, and Mystery Shopper programs
• Prepare service dashboards and operational risk reports
• Support team management and performance coaching

Requirements

• 4-6 years minimum experience in banking or a financial institution
• Full or partial qualification in AAT, ICASL, CIMA, CIM, IBSL, or ACCA
• Strong written and verbal communication abilities
• Microsoft Office proficiency (Word, Excel, Outlook)
• Prior exposure to customer service or complaint handling

Skills

`Customer Experience Management` · `NPS / CSAT Analytics` · `Complaint Handling & Root Cause Analysis` · `Microsoft Office` · `Operational Risk Reporting` · `Team Coaching`

How to apply

Email your CV to **careers@dfcc.lk** with the position title in the subject line.