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. You will work closely with frontline teams, department heads, and senior leadership to design, implement, and monitor service quality frameworks that consistently exceed customer expectations. This is an exciting opportunity for a passionate professional who thrives in a fast-paced environment and is dedicated to building a culture of continuous improvement and service distinction.

Key Responsibilities

• Develop and implement service excellence strategies aligned with organizational goals to enhance overall customer satisfaction and loyalty.
• Monitor customer feedback channels, including surveys, escalations, and reviews, and translate insights into actionable improvement plans for relevant teams.
• Conduct regular audits and quality assessments of service processes, identifying gaps and recommending corrective measures to ensure consistent service delivery standards.
• Design and deliver training programs and workshops for frontline staff and team leaders focused on communication skills, complaint resolution, and customer engagement best practices.
• Collaborate with cross-functional teams including Operations, Sales, and Technology to streamline service workflows and eliminate inefficiencies that impact the customer experience.
• Track and report on key service performance metrics such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and First Contact Resolution (FCR), presenting findings to senior management on a regular basis.
• Lead root cause analysis for recurring service failures and oversee the implementation of sustainable, long-term solutions to prevent recurrence.
• Foster a customer-first culture within the team by recognizing outstanding service behaviors and championing initiatives that reinforce service values across the organization.

Requirements

• Bachelor's degree in Business Administration, Management, or a related discipline; 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 managerial capacity.
• Demonstrated expertise in service quality frameworks, process improvement methodologies such as Lean or Six Sigma, and customer experience management.
• Strong analytical and problem-solving skills with the ability to interpret data, generate meaningful reports, and make evidence-based decisions.
• Excellent interpersonal and communication skills in English and Hindi, with the ability to engage effectively with diverse stakeholders at all levels of the organization.
• Proficiency in CRM tools, MS Office Suite, and service management software; experience with data visualization tools is a plus.
• A proactive, self-motivated attitude with a demonstrated ability to lead change and inspire teams toward a shared vision of service excellence.

Benefits

• Competitive compensation package with performance-linked incentives and annual appraisal cycles.
• Comprehensive health and wellness benefits including medical insurance coverage for self and 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 innovation, diversity, and employee well-being.
• Flexible working arrangements and paid leave benefits in accordance with company policy and applicable Indian labor regulations.