Sandra De Zoysa, Group Chief Customer Officer of Dialog Axiata PLC, delves into how Dialog Axiata drives gender equity and digital inclusion by empowering women and marginalized communities through impactful technology, education, and workplace initiatives. With long-standing programmes like Ideamart for Women and Yeheli.lk Dialog continues to bridge gender gaps in tech and the economy, ensuring sustainable growth, workforce participation, and broader societal impact in Sri Lanka.
As a leading player in the telco industry, how is Dialog Axiata creating more opportunities for women in the workplace and the economy? Can you share a few initiatives and their impact?
Dialog Axiata remains committed to driving meaningful change for women and marginalized communities in Sri Lanka through ongoing and new initiatives championing diversity, inclusion, and digital empowerment. With females comprising 51% of the country’s population, increasing their workforce participation from 32% is crucial to accelerating Sri Lanka’s economic growth. Among the key initiatives for 2024, the Dialog Axiata Workshop, in collaboration with GSMA Mobile for Development, played a pivotal role in leveraging mobile technology to drive socio-economic advancement. This initiative aimed to empower women by equipping them with the skills and knowledge to utilize mobile technology for economic and social progress.
Additionally, the Techliya Development Programme, launched by Ideamart for Women and powered by Dialog, focuses on enhancing the digital skills of women entrepreneurs. By providing resources, mentorship, and tools, this initiative supports women in advancing their tech-driven businesses, fostering greater entrepreneurial success and financial independence.
We also renewed our commitment to reducing the gender gap in mobile services through the GSMA Connected Women Commitment Initiative. This empowers Sri Lankan women by enhancing their access to mobile internet and mobile money services, promoting greater digital inclusion. Furthermore, Dialog became a signatory to the UN Women’s Empowerment Principles (WEPs), which reinforced its dedication to advancing gender equality and fostering a diverse, inclusive workplace, aligning with UN SDGs 5 and 8.
Building on past efforts, Dialog continues its work with long-standing initiatives like Ideamart for Women, which has empowered over 5,000 female entrepreneurs since its inception, and Yeheli.lk/Thozhi.lk, a confidential advisory platform offering guidance on personal and societal issues, which has supported over 1 million women. Dialog also maintains a strong commitment to empowering people with disabilities (PWDs) with its DeafTawk app, which facilitates communication for hearing-impaired customers and integrates text-to-speech functionality into its website for the visually impaired.
Through these new and ongoing initiatives, Dialog remains at the forefront of promoting gender equality, digital inclusion, and empowerment, contributing to a more inclusive society and workplace.
What initiatives has Dialog Business Services (DBS) implemented to support young professionals, particularly young women, who are thriving and advancing their careers?
DBS actively supports young female professionals in advancing their careers. With women making up 45% of its Gen-Z and millennial workforce, DBS acknowledges its role in nurturing future female leaders.
A key initiative is Zenhance, a digitally enabled learning platform providing personalized training and development. It helps young women continuously upskill, ensuring they stay competitive in a fast-evolving digital landscape. By focusing on technical and personal growth, Zenhance empowers women to take charge of their careers with flexible, self-paced learning options.
Recognizing the role of education in career advancement, DBS offers financial assistance through its Education Aid Policy, supporting employees pursuing higher education or professional memberships. This initiative eases financial barriers, enabling women to enhance their qualifications and access new opportunities.
Work-life balance and wellness remain priorities, especially for women. DBS supports personal milestones, including wedding leave, paid working days, bereavement leave, and financial assistance. The Dialog-Cares programme ensures long-term financial security for employees’ families in case of permanent disablement or death, safeguarding their future.
From left: Natascea Ranasinhe,Rashinka Miral, Cham Wijayagunasekara, Chathumi Rajapakse, Piyuma Manchanayake, and Nimali Hewage
How does the company ensure a culture where talent and ideas, not hierarchy, drive success?
DBS prioritizes talent, innovation, and performance over hierarchy or tenure, fostering a meritocratic culture where all employees, regardless of role, have equal opportunities to grow and be recognized.
Our monthly performance evaluations, which combine formal reviews with daily huddles and weekly check-ins, ensure continuous feedback, transparency, and professional growth. This structured approach empowers employees to excel in a high-performance environment.
We actively promote internal mobility through our Internal Job Postings (IJP) programme, allowing employees to explore new roles. In the past year, 97 DBS employees transitioned into new positions, reinforcing our commitment to career development. Recognition remains central to our culture, with structured programmes including spot rewards, top performer honours, and company-wide recognition at events such as the Service Convention and Annual Dialog Awards.
From left: Mifaz Ahamed, Dinara Wagawatte, Hemaka Balasuriya, Nisala Hewage, Ayomal Gunasekera, Imdaad Naguib, Waruni Algama, and Fawaz Nizamdeen
Beyond career growth, DBS fosters an open and inclusive workplace where employees shape the organization’s direction. Platforms like HR Connects, Skip-Level Discussions, one-on-one sessions with an Employee Relations Manager, and leadership engagements like Coffee Connects and T-Talks encourage idea-sharing and feedback. Initiatives like Kill the Rule, SFH Pulse, Focus Group Discussions, and anonymous speak-up channels further support continuous improvement, ensuring every employee feels heard, valued, and engaged.
Our “Sheroes” Employee Resource Group advances the Diversity and Inclusion agenda by advocating for working parents and women professionals. We support and empower women in the workplace through workshops, forums, wellness programmes, and celebrations like International Children’s Day, Mother’s Day, Father’s Day, and International Women’s Day.
DBS has been a Great Place to Work-certified company for five consecutive years, including recognition as a GPTW for Women. Last year, we were also honoured as a mom-inclusive workplace by Parenthood Global, and five female managers were recognized for their leadership, reinforcing our commitment to an inclusive and supportive work environment.
What is the most valuable leadership lesson you have learnt in driving customer excellence and business growth, and what advice would you give to young professionals aspiring to impact tech and business?
Customer experience is not just a function; it is a mindset. Success comes from actively listening to customers, empowering teams, and staying agile in a constantly evolving market. A customer-first culture, where innovation and adaptability shape decisions, drives long-term growth and loyalty. At Dialog, we cultivate diverse perspectives, ensuring that empowered employees contribute to lasting customer relationships and business success.
From left: Rangika Koralage, Chathurika Jayarathne, Thushini Minoli, Ashera Liyanage, Iresha Jayasuriya, and Anuththara Samarathunga
For young professionals, curiosity, boldness, and continuous learning are essential, but it is more important to be fast, focused, flexible, fungible and future-ready. Those who adapt, innovate, and challenge norms will thrive in a rapidly evolving tech landscape. Seek mentorship, take risks, and surround yourself with people who inspire growth. Resilience turns setbacks into progress. Most importantly, lead with purpose and integrity—true impact comes from those who dream big and take decisive action.