Anjali Goonetilleke is a seasoned banking professional with over three decades of experience, currently serving as the Senior Manager, Marketing, at Sampath Bank PLC. Having held various leadership positions across operations, customer care, and marketing, her journey reflects resilience, adaptability, and a deep commitment to professional excellence.
Beyond her banking career, Anjali is an advocate for professional development, mentoring young talent through her involvement with institutions like the Institute of Bankers of Sri Lanka (IBSL), NIBM, and the Centre for Banking Studies of the Central Bank of Sri Lanka. As a certified trainer for “Respectful Workplaces” under the Women in Management (WIM) initiative, she actively fosters a culture of respect and inclusion. In this interview, she shares insights into her career, leadership experiences, and perspectives on the evolving banking sector.
Q Can you share your journey in the banking industry and how you progressed through various leadership roles?
I began my career at Sampath Bank PLC as a trainee Staff Assistant after my A/Ls. Over the years, I worked across multiple branches and departments, taking on key leadership roles. My tenure at the Operations Department, as well as my role as Head of Customer Care, were significant turning points that shaped my professional growth. Leading the customer care unit was particularly challenging yet rewarding, as I was responsible for managing a 24/7 service team. In 2024, I assumed my current role as Senior Manager of Marketing, adding another dimension to my leadership journey.
Q What are some of the biggest challenges you’ve faced in your career, and how did you overcome them?
Managing diverse teams, fostering team cohesion, and navigating change have been my biggest leadership challenges. Additionally, as a woman in the corporate world, I’ve encountered gender biases and double standards. My approach has always been to prioritize continuous learning, embrace adaptability, and view challenges as opportunities for growth.
Q How do you lead large teams and ensure operational excellence in a fast-paced banking environment?
Setting clear goals aligned with organizational objectives, fostering collaboration, and maintaining open communication are essential. I believe in developing, inspiring, and motivating my teams to achieve consistent results. A combination of strategic planning, effective delegation, and maintaining an inclusive work environment drives operational excellence.
Q How has customer care evolved in the banking industry, and what strategies ensure exceptional service?
Customer care has evolved with technological advancements and changing customer expectations. Banks have transitioned from traditional, in-person services to digital banking. To deliver exceptional service, banks must be proactive, customer-centric, and focus on personalized solutions while enhancing speed and convenience.
Q With technology transforming the banking sector, how do you drive operational innovation and process improvements?
Operational innovation requires leveraging technology, re-engineering processes, and delivering a seamless customer experience. Cultivating a culture of innovation within the organization is crucial leaders must encourage creative thinking, recognize contributions, and empower teams to drive transformation.
I believe in developing, inspiring, and motivating my teams to achieve consistent results.
Q What leadership qualities are crucial for long-term success in banking?
Success in banking requires a blend of technical expertise and soft skills, including strong communication, emotional intelligence, resilience, collaboration, and visionary thinking. High ethical standards and commitment are also essential.
Q What unique challenges do women face in banking, and how can they position themselves for leadership?
The demanding nature of banking can make work-life balance difficult, particularly for women managing family responsibilities. However, the industry now offers more opportunities for women. To succeed, women should focus on building a strong personal brand, consistently delivering results, and embracing continuous learning.
Q How do you manage the demands of a high-responsibility role while maintaining work-life balance?
Setting clear priorities in both professional and personal life is key. Establishing boundaries, focusing on self-care, and maintaining a clear vision help in achieving a sustainable balance.
Q What emerging trends do you see shaping the future of banking operations, and how can professionals stay ahead?
Future banking operations will be driven by customer-centric innovation, technological advancements, and sustainability. ESG factors and regulatory compliance will also play a major role. To stay ahead, professionals must continuously upskill, embrace innovation, and adapt proactively.
Q What advice would you give to young professionals entering the banking industry, and what legacy do you hope to leave behind?
Young professionals should focus on skill development, particularly communication and industry knowledge, and embrace change. Integrity is key in banking, along with networking and community engagement. My legacy would be one of ethical leadership, resilience, and fostering the growth of future leaders, leaving a lasting positive impact on individuals and the industry as a whole.
Q A book that inspired your professional journey?
While no book particularly shaped my career, I enjoyed reading Good to Great by Jim Collins and Rich Dad, Poor Dad by Robert Kiyosaki early on.
Q What’s the most valuable skill for a career in banking?
Interpersonal skills.
Q One leadership lesson you swear by?
Be authentic and see challenges as opportunities.
Q Your proudest career moment?
Leading the transformation of the Customer Care unit.
Q Digital banking or traditional banking; which excites you more?
Both have unique advantages, but digital banking for its convenience and speed.
Q A skill every future banker should develop?
Resilience and adaptability.
Q If not banking, what career would you have pursued?
Fashion designing.
Q The best piece of career advice you’ve ever received?
Embrace versatility and explore diverse opportunities.
Q One word to describe the future of banking?
Invisible.
Q What drives you to succeed every day?
Passion and commitment.
