Senior Manager of Customer Experience - Sanasa Life Insurance Company PLC

Sanasa Life Insurance Company PLC
Colombo 3, Sri Lanka
Job Category: Banking & Insurance

We're Hiring: Senior Manager of Customer Experience

Sanasa Life Insurance Company PLC is a leading provider of life insurance solutions committed to ensuring the financial security and well-being of our customers. With a dedication to excellence and customer-centric values, we are seeking a dynamic individual to join our team.

The Job & Key Responsibilities:

• Develop and execute strategies to enhance the end-to-end customer journey, from onboarding to post-purchase support.
• Lead and supervise the operations of the Call Center, ensuring the delivery of exceptional customer service and the resolution of inquiries and concerns in a timely manner.
• Implement best practices in customer service, complaint handling, and resolution to drive continuous improvement.
• Lead the design and implementation of innovative customer experience programs and initiatives.
• Analyze customer feedback, market trends, and competitor insights to identify opportunities for improvement.
• Design work shifts to optimize resource allocation, minimize wait times, and maintain high levels of customer satisfaction.
• Collaborate with internal stakeholders to optimize processes and systems to meet evolving customer needs.
• Develop comprehensive training programs tailored to the needs of our call center staff, focusing on product knowledge, communication skills, and customer-centric approaches.
• Foster a customer-centric culture across the organization through training, coaching, and development initiatives.
• Implement effective overtime routines to manage fluctuations in call volumes, ensuring adequate coverage during peak periods while maintaining employee well-being and productivity.
• Monitor key performance indicators (KPIs) and metrics to measure and track the effectiveness of customer experience initiatives.

Required Qualifications & Experience:

• Bachelor's degree in Business Administration, Marketing, or related field; Master's degree preferred.
• Proven experience in a senior leadership role within customer experience management, preferably in the insurance or financial services industry.
• Strong understanding of customer experience principles, methodologies, and best practices.
• Excellent communication, interpersonal, and leadership skills.
• Analytical mindset with proficiency in data analysis and interpretation.
• Proficiency in English, Sinhala & Tamil languages is a distinct advantage.

Please forward your completed Curriculum Vitae to careers@sicl.lk with the position applied for as the subject line.

Closing Date: 23/07/2025