Job Title: Team Leader – Insurance Operations

Location: Matale, Sri Lanka
Employment Type: Full-Time, On-Site (Insurance)

Company Overview

Amana Takaful Insurance is a trusted name in Sri Lanka’s insurance industry, known for its ethical foundation and innovative approach to customer service. With a mission to provide accessible, value-driven insurance solutions to individuals and businesses, the company has grown into a pillar of transparency, reliability, and customer-centricity.

Established in the early 21st century, Amana Takaful was among the first to introduce a people-friendly, ethical model to insurance. Today, it continues to redefine industry standards by fostering a work culture that balances business success with sustainability and social responsibility.

We are now expanding our leadership capabilities and are looking for dynamic, motivated professionals to lead frontline operations in Matale. If you’re passionate about guiding teams, delivering top-tier service, and driving operational excellence, this opportunity is for you.

Role Summary

The Team Leader – Insurance Operations will oversee day-to-day branch activities, manage a team of customer service and sales representatives, and ensure the efficient execution of insurance services. This role is pivotal in maintaining high customer satisfaction, operational efficiency, and alignment with the company’s core values of ethics, transparency, and service excellence.

The ideal candidate will have experience in team supervision, customer relationship management, and a working knowledge of insurance or financial services. This position reports to the Branch Manager and plays a key role in translating business goals into actionable outcomes at the branch level.

Key Responsibilities

1. Team Management & Leadership

Supervise daily activities of the insurance operations team, ensuring tasks are completed on time and up to standard.
Monitor staff performance, provide regular feedback, and implement performance improvement plans when needed.
Motivate team members through coaching, mentorship, and periodic training sessions.
Foster a collaborative and results-driven team culture aligned with company values.

2. Customer Experience & Relationship Management

Ensure exceptional service delivery to walk-in and call-in clients, maintaining professionalism and accuracy in all interactions.
Resolve escalated customer concerns and complaints swiftly while maintaining a service-first attitude.
Promote customer retention through proactive follow-ups and timely resolution of queries and claims.

3. Operational Oversight

Coordinate with departments such as underwriting, claims, and compliance to ensure seamless execution of operations.
Maintain accurate records of daily transactions, policies issued, customer interactions, and team performance metrics.
Enforce adherence to internal procedures, service quality benchmarks, and regulatory requirements.

4. Policy Implementation

Ensure all branch activities comply with company policies and insurance regulatory standards.
Educate the team on updates in policy procedures, new product offerings, and promotional campaigns.
Identify opportunities for operational efficiency and submit proposals to senior management.

5. Reporting & Analytics

Prepare weekly and monthly performance reports for submission to the Branch Manager.
Use data analytics to track customer trends, sales performance, and service delivery.
Recommend strategic improvements based on insights derived from team metrics and customer feedback.

Required Qualifications

A minimum of six (6) passes in the G.C.E. Ordinary Level (O/L) examination, including a mandatory pass in Mathematics.
Above 18 years of age with legal eligibility to work in Sri Lanka.
Proven leadership experience, preferably in customer service or insurance operations.
Strong verbal and written communication skills in Sinhala, Tamil, and/or English.
Demonstrated ability in conflict resolution, team motivation, and interpersonal relationship building.
Previous experience in the insurance sector or financial services is a strong advantage.
Proficiency in MS Office tools (Excel, Word) and familiarity with CRM or insurance software platforms.

Preferred Attributes

Ability to manage multiple tasks under pressure.
Analytical mindset with strong attention to detail.
Adaptability in working with cross-functional teams.
Commitment to upholding the highest ethical and professional standards.

Benefits & Career Growth

Competitive monthly salary with performance incentives.
Comprehensive insurance coverage and annual bonuses.
Opportunities for internal promotions and leadership training.
Supportive, inclusive work environment rooted in mutual respect and community engagement.
Access to ongoing professional development programs and certification support.

Work Schedule

Monday to Friday: 8:30 AM – 5:30 PM
Saturdays: 8:30 AM – 1:00 PM (half-day)
Occasional work outside standard hours may be required based on business needs.

Why Join Amana Takaful?

At Amana Takaful, we believe in more than just insurance—we believe in trust, transparency, and transformation. Working here means becoming part of a company that puts its people and community at the heart of everything it does.

Whether you’re just stepping into a leadership role or looking to make a meaningful impact in your career, this position offers the platform to grow, lead, and inspire.

Current Company Job Openings

Job Title	Location	Employment Type	Estimated Salary (LKR/Month)
Team Leader – Insurance Operations	Matale	Full-Time, On-Site	65,000 – 85,000
Customer Service Executive	Kandy	Full-Time, On-Site	45,000 – 60,000
Sales Consultant – Insurance Products	Colombo	Full-Time	50,000 – 75,000 + commissions
Claims Processing Officer	Galle	Full-Time	55,000 – 70,000
Assistant Branch Manager	Kurunegala	Full-Time	80,000 – 100,000