Job Description
Executive – Call Center
Union Assurance stands as a premier corporate entity and the most rapidly expanding firm within the Life Insurance sector, supported by the power and permanence of John Keells Holdings PLC, a top-tier conglomerate in Sri Lanka.
The Job:
The individual is tasked with guaranteeing streamlined and superior World Class Service for every stakeholder reaching Union Assurance through the Hot Line. The role involves executing all designated tasks to assist in meeting departmental goals while upholding the established Service Standards of the firm.
Principle Accountabilities:
- Enhance the Service Standards within the Contact Centre.
- Drive enhancements in Productivity and Quality for the Contact Centre.
- Utilize existing System Paths effectively to reduce back-office escalations regarding operational issues.
- Adhere to guidelines and act upon directions provided by management.
Qualifications and Experience:
- An Undergraduate degree obtained from an accredited university.
- At least 02 years of background in Customer Care Management, Front Line operations, Service Desk, or Call Center environments is preferred.
- Fundamental awareness of rival products, industry behaviors, and current trends within the Sri Lankan life insurance sector.
- Reasonable comprehension of the Insurance industry’s regulatory structure.
- Superior proficiency in English and Sinhala. Proficiency in Tamil is considered a beneficial asset.
- Maintain high telephone etiquette standards and possess experience in client service.
- Comprehensive Negotiation capabilities.
- Capacity to operate effectively in high-pressure situations.
The chosen individual for this role will receive a highly competitive salary and benefits package. Those interested should submit their applications by the 15th of November 2025.
Job Data Table
| Category | Details |
| Company Name | Union Assurance (John Keells Holdings PLC) |
| Location | Colombo, Sri Lanka |
| Locality | Colombo |
| Country | Sri Lanka |
| City | Colombo |
| Region | Western Province |
| Job Type | Full Time |
| Salaries | Attractive remuneration package |
| Experience Level | Minimum 02 years (Preferred) |
| Travel | Not Specified |
| Language | English, Sinhala (Tamil is an advantage) |
| Benefits | Attractive remuneration package |
Skills & Competency Table
| Key Skills | Proficiency Level |
| Customer Care Management | Advanced |
| Telephone Ethics | Expert |
| Negotiation Skills | Thorough |
| Life Insurance Product Knowledge | Basic |
| Multi-lingual Communication | High |
| Regulatory Framework Awareness | Fair |
Job Summary
The Call Center Executive provides world-class service to stakeholders via the company hotline. Responsibilities include improving contact center productivity, maintaining service standards, and minimizing back-office referrals. Candidates need a degree, two years of experience, and a strong understanding of the Sri Lankan life insurance market and its regulations.
FAQs
What are the primary language requirements?
Excellent command of English and Sinhala is required; fluency in Tamil is a significant advantage.
Is a degree necessary for this role?
Yes, a Bachelor’s degree from a recognized university is a required qualification.
What is the minimum experience preferred?
The company prefers at least 2 years of experience in Customer Care, Service Desk, or Call Center roles.
Who is the parent company of Union Assurance?
Union Assurance is backed by John Keells Holdings PLC, one of Sri Lanka’s largest conglomerates.
When is the application deadline?
Interested applicants should apply on or before the 15th of November 2025.
Expert Analysis
This role is vital for Union Assurance’s customer retention strategy. Success requires more than just communication; it demands technical knowledge of insurance regulations and competitor products. The emphasis on “System Paths” suggests the company uses sophisticated CRM tools to drive efficiency and reduce internal operational bottlenecks.
Location & Logistics Guide
The position is based in Colombo, the commercial hub of Sri Lanka. Most insurance headquarters are located in the central business districts, offering access to public transport. Employees should be prepared for a fast-paced urban environment and the ability to work under pressure as per departmental objectives.
https://en.wikipedia.org/wiki/Colombo
Career Path
An Executive in the Call Center can progress to a Senior Executive or Team Leader role. With experience in insurance regulations and customer management, the individual may transition into specialized areas such as Underwriting, Claims Management, or Relationship Management within the John Keells Group.
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