Assistant Manager – Service Excellence

About the Role

We are seeking a dynamic and results-driven Assistant Manager – Service Excellence to join our growing team in India. In this pivotal role, you will be responsible for driving superior customer service standards, optimizing operational processes, and fostering a culture of continuous improvement across all service touchpoints. You will work closely with cross-functional teams to ensure that every customer interaction reflects our commitment to quality, efficiency, and satisfaction. This is an exciting opportunity for a motivated professional who is passionate about elevating service delivery and making a measurable impact within a fast-paced, customer-centric organization.

Key Responsibilities

• Monitor and evaluate end-to-end service delivery processes to identify gaps, inefficiencies, and opportunities for improvement, implementing corrective actions in a timely manner.
• Develop, implement, and maintain Service Excellence frameworks, standard operating procedures, and quality benchmarks aligned with organizational goals.
• Analyze customer feedback, satisfaction surveys, and Net Promoter Score (NPS) data to generate actionable insights and drive measurable improvements in customer experience.
• Collaborate with department heads and frontline teams to design and deliver targeted training programs that build service competency and reinforce best practices.
• Lead root cause analysis for escalated customer complaints, ensuring swift resolution and implementing preventive measures to avoid recurrence.
• Prepare and present regular performance reports, dashboards, and service quality metrics to senior management, highlighting trends and recommending strategic initiatives.
• Champion a customer-first culture by coaching team members, recognizing high performance, and establishing accountability mechanisms across service functions.
• Liaise with technology and operations teams to leverage digital tools and automation solutions that enhance service efficiency and reduce turnaround times.

Requirements

• Bachelor's degree in Business Administration, Management, or a related field; a postgraduate qualification or MBA will be an added advantage.
• Minimum 4–6 years of experience in service quality, customer experience, or operations management, with at least 1–2 years in a supervisory or leadership capacity.
• Proven track record of designing and implementing service improvement initiatives that delivered quantifiable results in customer satisfaction or operational efficiency.
• Strong analytical and problem-solving skills with proficiency in data interpretation, reporting tools, and customer feedback platforms.
• Excellent interpersonal, communication, and stakeholder management skills, with the ability to influence and collaborate across all levels of the organization.
• Familiarity with quality management methodologies such as Six Sigma, Lean, or ISO standards is highly desirable.
• Proficiency in MS Office Suite, CRM systems, and service management software; experience with tools such as Salesforce or Zendesk is a plus.

Benefits

• Competitive compensation package including performance-based incentives and annual appraisals benchmarked to industry standards.
• Comprehensive health and wellness benefits covering medical, dental, and accidental insurance for employees and their dependents.
• Structured learning and development programs, including access to certifications, leadership workshops, and mentorship opportunities to accelerate your career growth.
• Flexible working arrangements and a positive, inclusive work culture that values diversity, collaboration, and employee well-being.
• Opportunity to work with a forward-thinking organization that offers clear career progression pathways and exposure to high-impact, enterprise-wide projects.