Executive – Call Center

Executive – Call Center

Company: Union Assurance PLC (A John Keells Holdings Company)

Location: Colombo, Sri Lanka

Position Type: Full-Time

About Union Assurance

Union Assurance is a leading corporate and the fastest-growing entity in the Sri Lankan Life Insurance industry. Backed by the strength and stability of John Keells Holdings PLC, we are committed to delivering innovative insurance solutions and world-class service to our stakeholders.

The Role

We are looking for a dedicated Executive – Call Center to be the voice of our organization. You will be responsible for providing efficient, effective, and world-class service to all stakeholders who connect with Union Assurance via our hotline. Your primary goal is to support departmental objectives while upholding the high service standards of the organization.

Principal Accountabilities

• Service Excellence: Continuously improve the service standards of the Contact Center to ensure a premium customer experience.

• Operational Efficiency: Drive productivity and quality improvements within the team to meet and exceed KPIs.

• Process Optimization: Effectively utilize available system paths and internal tools to resolve queries at the first point of contact, minimizing the need for back-office referrals.

• Professional Conduct: Follow management directions and respond proactively to instructions to ensure smooth departmental operations.

Qualifications and Experience

Education & Background:

• Education: A Bachelor’s degree from a recognized university.

• Experience: Minimum of 02 years of experience in Customer Care Management, Front-line Service, Service Desk, or a Call Center environment.

Knowledge & Skills:

• Industry Awareness: Basic knowledge of competitor products, market trends, and developments within the Sri Lankan Life Insurance industry.

• Regulatory Understanding: A fair understanding of the regulatory framework governing the insurance sector.

• Linguistic Ability: Excellent command of English and Sinhala. Fluency in Tamil is a significant added advantage.

• Communication: Exceptional telephone etiquette and a proven track record in customer service.

• Technical & Soft Skills: Strong negotiation skills and the ability to work effectively under pressure in a fast-paced environment.

Remuneration & Application

The selected candidate will be entitled to an attractive remuneration package.

Note: The original closing date was 15th November 2025. Please verify current vacancy status before applying.

Union Assurance PLC is an Equal Opportunity Employer.

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