Deputy Manager - Service Quality & Training - Nations Trust Bank Colombo 02

Posted September 26, 2025 by Nations Trust Bank PLC

Closing Date : October 3, 2025

Colombo ,

Full Time

Banking & Financial Services |

Client Services |

About the job

Passionate about elevating service standards and empowering teams? This is your chance to lead impactful training at our Contact Centre.

Job Profile:

Ensure that all contact centre staff are 100% conversant with all products, services, processes & systems and have the correct knowledge and skill to deliver exceptional service
Conducting relevant Skills Workshops, on-the-job training, and floor walking to ensure that all Contact Centre staff have the necessary skills and competencies to carry out their duties
Ensure that accurate, up-to-date regulatory and compliance requirements are communicated to Contact Centre staff
Make sure that all sales and service targets are achieved while maintaining a superior customer service with a high level of customer satisfaction
Conduct Training Needs Analysis(TNA) for the Contact Centre and develop training programs according to the findings and requirements
Ensure all the necessary records and MIS, including training records and statistics, are maintained accurately

Special Skills:

Excellent communication skills, both verbal & written, Interpersonal, motivation, and multi-tasking skills
Analytical skills
Presentation Skills
Ability to lead a team

Experience & Qualifications:

Minimum of 5 years’ experience in a Contact Centre of a bank or finance industry, preferably with overall knowledge of Credit Cards / Retail Products
Experience in conducting training programs will be advantageous

Excellent Writing & Verbal Communication Strong Leadership Presentation Analytical

සෑලකිය යුතුයි : අපි ඔබව මෙම රැකියාව උපුටා ගත් පිටුවට හරවා යවන්නෙමු . අපි ඔබ වෙනුවෙන් ඔබේ CV , තොරතුරු අදාළ ආයතනය වෙත නොයවන බව කරුණාවෙන් සලකන්න

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