Assistant Manager – Service Excellence

About the Role

We are looking for a dynamic and results-driven Assistant Manager – Service Excellence to join our growing team in India. In this role, you will play a pivotal part in designing, implementing, and continuously improving service quality standards across our operations. You will act as a key liaison between frontline teams and senior leadership, ensuring that every customer interaction reflects our commitment to exceptional service. This is an exciting opportunity for a motivated professional who thrives in a fast-paced environment and is passionate about delivering outstanding customer experiences while driving operational efficiency.

Key Responsibilities

• Monitor and evaluate service quality metrics, customer satisfaction scores, and Net Promoter Scores (NPS) to identify trends, gaps, and opportunities for improvement across all customer touchpoints.
• Develop and implement service excellence frameworks, standard operating procedures (SOPs), and best practice guidelines to ensure consistent and high-quality service delivery.
• Conduct regular audits, mystery shopping exercises, and feedback analysis to assess compliance with service standards and recommend corrective actions where necessary.
• Collaborate with cross-functional teams including Operations, Training, and Human Resources to design and deliver targeted coaching and development programs for frontline staff.
• Lead root cause analysis for customer complaints and escalations, ensuring timely resolution while implementing preventive measures to reduce recurrence.
• Prepare detailed performance reports and present actionable insights to senior management, highlighting key service trends and the impact of improvement initiatives.
• Champion a customer-first culture within the organization by recognizing high-performing team members and fostering a continuous improvement mindset at all levels.
• Benchmark internal service practices against industry standards and competitor performance to identify innovative strategies that enhance the overall customer experience.

Requirements

• Education: Bachelor's degree in Business Administration, Management, Hospitality, or a related field. A postgraduate qualification or certification in Quality Management or Customer Experience is an added advantage.
• Experience: Minimum of 3–5 years of experience in service quality, customer experience, or operations management, preferably within a service-oriented industry such as retail, banking, hospitality, or telecom.
• Proven track record of designing and executing service improvement initiatives that have delivered measurable results in customer satisfaction and operational performance.
• Strong analytical skills with the ability to interpret data, generate insights, and translate findings into practical business recommendations.
• Excellent interpersonal and communication skills in English and Hindi, with the ability to engage and influence stakeholders at all levels of the organization.
• Proficiency in MS Office Suite, CRM platforms, and data visualization tools; familiarity with quality management tools such as Six Sigma or Lean methodologies is highly desirable.
• Demonstrated ability to manage multiple priorities simultaneously, work under pressure, and meet deadlines in a dynamic and evolving work environment.

Benefits

• Competitive Compensation: Attractive salary package aligned with industry standards, along with performance-based incentives and annual appraisals to reward your contributions.
• Professional Development: Access to structured learning programs, leadership development workshops, and sponsored certifications to accelerate your career growth.
• Health and Wellness: Comprehensive medical insurance coverage for you and your dependents, along with employee wellness initiatives and mental health support programs.
• Work-Life Balance: Flexible working arrangements and generous leave policies, including earned leave, casual leave, and national holidays as per company policy.
• Inclusive Work Culture: Be part of a diverse, collaborative, and inclusive workplace that values innovation, integrity, and every employee's unique contribution to organizational success.