Ceylon Business Appliances (CBA) was born in 1970 with a mission to bring the lates office and banking machines to busuinesses across Sri Lanka. Since then, we've grown to become a leader in technology solution, introducing new and innovative products and services, with a special focus on the banking and finance sector. We take pride in empowering businesses to thrive and we're committed to providing exceptional service to our valued customers.

CBA offers one of the widest ranges of office automation and banking technology in Sri lanka, with over 30 top brands and hundreds of innovative products.

We are looking for a results-driven Head of Customer Services & Operations to lead customer experience, service delivery, and operational excellence across the organization. This role will own service quality, enterprise account management, operational efficiency, and cross-functional collaboration to achieve revenue, profitability, and customer satisfaction targets.

Key Responsibilities

• Lead Customer Service & Experience functions to achieve targeted revenue, gross profit, and net profit
• Oversee day-to-day operations, including management of stocks and debtors, ensuring compliance with SLAs, service quality, and customer satisfaction standards
• Manage enterprise accounts, including presales and aftersales technical support, to strengthen long-term customer relationships
• Develop and implement customer experience strategies, process improvements, and operational best practices
• Drive efficiency, productivity, and service delivery excellence across teams
• Conduct management reporting and provide actionable insights for decision-making
• Collaborate with cross-functional teams to ensure a seamless end-to-end customer journey
• Lead, mentor, and motivate customer service teams, managing escalations with a customer-first approach
• Implement and monitor risk management and compliance frameworks to ensure smooth operations
• Carry out additional duties as assigned by management

Requirements & Qualifications

• Bachelor’s degree in Business Management, Marketing, or a related field (MBA preferred)
• 5–10 years of experience in customer service and operations, with at least 3 years in a senior leadership role
• Proven track record in driving customer experience strategies and achieving business targets
• Strong leadership, team management, and interpersonal skills
• Excellent analytical, problem-solving, and decision-making abilities
• Experience managing enterprise accounts and technical support functions is an added advantage

What We Offer

• Corporate insurance cover
• Performance-based career growth opportunities
• Opportunity to work with leading global brands