Assistant Manager – Service Excellence

About the Role

We are seeking a driven and customer-focused Assistant Manager – Service Excellence to join our growing team in India. In this pivotal role, you will be responsible for elevating the quality of customer service delivery across all touchpoints, ensuring that every interaction reflects our commitment to operational excellence and customer satisfaction. You will work closely with cross-functional teams, frontline staff, and senior leadership to design, implement, and monitor service quality frameworks that align with organizational goals. This is an exciting opportunity for a motivated professional who thrives in a fast-paced environment and is passionate about building exceptional customer experiences.

Key Responsibilities

• Develop and implement service excellence strategies to enhance customer satisfaction scores and overall service quality across all business units.
• Monitor and evaluate customer feedback, Net Promoter Scores (NPS), and service metrics to identify gaps and recommend actionable improvements.
• Lead, coach, and mentor frontline service teams to consistently deliver high-quality, customer-centric interactions in line with company standards.
• Design and facilitate training programs and workshops focused on service skills, complaint resolution, and customer engagement best practices.
• Collaborate with operations, sales, and product teams to ensure a seamless and consistent customer journey across all channels and touchpoints.
• Manage and resolve escalated customer complaints efficiently, ensuring timely closure and root cause analysis to prevent recurrence.
• Prepare detailed performance reports and dashboards for senior management, highlighting trends, achievements, and areas requiring attention.
• Drive a culture of continuous improvement by benchmarking against industry best practices and introducing innovative service delivery models.

Requirements

• Bachelor's degree in Business Administration, Management, or a related field; a postgraduate qualification is an added advantage.
• Minimum 4–6 years of experience in customer service, service quality, or operations management, with at least 2 years in a supervisory or leadership role.
• Proven track record of improving customer satisfaction metrics and implementing quality improvement initiatives within a service-oriented environment.
• Strong analytical and problem-solving skills with the ability to interpret data and translate insights into effective strategies.
• Excellent communication, interpersonal, and presentation skills with the ability to engage and influence stakeholders at all levels.
• Proficiency in CRM tools, MS Office Suite, and service quality management platforms.
• Ability to multitask and manage priorities effectively in a dynamic, high-pressure work environment.

Benefits

• Competitive compensation package with performance-linked incentives and annual appraisals based on individual and team achievements.
• Comprehensive health and wellness benefits, including medical insurance coverage for employees and their immediate family members.
• Access to structured learning and development programs, leadership training, and opportunities for career advancement within the organization.
• A collaborative and inclusive workplace culture that values diversity, innovation, and employee well-being.
• Flexible work arrangements and paid time off, including annual leave, public holidays, and additional wellness days.