Jeevan Perera
Moratuwa,11
Summary
Dynamic Branch Executive Officer at Commercial Bank of Ceylon PLC, adept at enhancing customer experience and operational efficiency. Proven track record in regulatory compliance and performance monitoring, leading teams to exceed targets. Successfully implemented strategic CSR initiatives, fostering community engagement and sustainable banking practices.
Overview
20
20
years of professional experience
Work History
Branch Executive Officer
Commercial Bank of Ceylon PLC
Katubedda City Branch
04.2022 - Current
- Served as Executive Officer and ensured day-to-day customer-related banking operations ran smoothly, efficiently, and in line with regulations. The role sits right at the intersection of customer experience, operations, and team leadership.
- Key Responsibilities
- Ensure high-quality customer experience across branches, call centers, or digital channels.
- Oversaw daily customer service and operational activities, ensuring timely and accurate handling of accounts, transactions, complaints, and inquiries.
- Manage and coach customer operations staff; set targets and monitor performance.
- Handled escalated customer complaints, resolving complex issues to enhance customer satisfaction and loyalty.
- Ensure compliance with banking regulations, internal policies, and risk controls.
- Improved operational processes, streamlining workflows to minimize errors and delays.
- Coordinate with other departments (IT, Compliance, Risk, Product teams).
- Monitor KPIs such as turnaround time, service quality, and customer satisfaction.
Branch Executive Officer
Commercial Bank of Ceylon PLC
Hikkaduwa
04.2019 - 04.2022
Executive Officer
CSR Unit Commercial Bank of Ceylon PLC
Colombo
04.2011 - 04.2019
- Developed and implemented strategic policies for CSR initiatives, aligning with bank's sustainability goals.
- Managed stakeholder relationships to advance sustainable banking practices, fostering community trust and engagement.
- Coordinated collaboration between branches and departments to strengthen community engagement initiatives, enhancing overall outreach effectiveness.
Executive Asistant
Commercial Bank of Ceylon PLC
Nawam Mawatha
06.2010 - 04.2011
Trainee Banking Assistant
Commercial Bank of Ceylon PLC
Nugegoda
10.2005 - 06.2010
- Cross-sold credit cards, loans and other bank products.
- Referred customers to other banking departments for specialized services.
- Processed wide variety of retail banking transactions for personal and commercial customers.
Education
Certificate - Diploma in Banking And Finance
Institute of Bankers of Sri Lanka
12.2006 - 02.2010
Skills
- Customer experience
- Operational efficiency
- Regulatory compliance
- Performance monitoring
- Process improvement
- Team leadership
- Strategic planning
Languages
Sinhalese
First Language
English
Advanced (C1)
C1