Assistant Manager – Service Excellence

About the Role

We are seeking a motivated and detail-oriented 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 ensuring consistent delivery of exceptional experiences across all customer touchpoints. You will work closely with cross-functional teams to identify service gaps, implement improvement initiatives, and build a culture of excellence within the organization. This is an exciting opportunity for a dynamic professional who is passionate about quality, customer satisfaction, and continuous improvement.

Key Responsibilities

• Monitor and evaluate end-to-end service delivery processes to ensure alignment with organizational quality standards and customer expectations.
• Develop, implement, and track Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to measure team performance and identify areas for improvement.
• Lead root cause analysis for customer complaints and service failures, coordinating with relevant departments to implement timely and effective corrective actions.
• Design and deliver training programs for frontline and support staff to enhance product knowledge, communication skills, and service delivery capabilities.
• Collaborate with operations, sales, and technology teams to streamline workflows and introduce process improvements that reduce turnaround times and enhance customer satisfaction scores.
• Prepare and present regular performance reports, dashboards, and insights to senior management, highlighting trends, risks, and opportunities for service enhancement.
• Champion a customer-first culture by proactively gathering feedback through surveys, focus groups, and direct interactions to inform service strategy.
• Support the implementation of digital tools and CRM platforms to automate service processes and improve overall operational efficiency.

Requirements

• Bachelor's degree in Business Administration, Management, or a related field; a postgraduate qualification will be an added advantage.
• Minimum 3 to 5 years of experience in customer service, service quality, or operations management, preferably within the BFSI, retail, hospitality, or telecom sector.
• Proven track record of managing teams and driving measurable improvements in customer satisfaction and service quality metrics.
• Strong analytical and problem-solving skills with the ability to interpret data and translate insights into actionable strategies.
• Excellent verbal and written communication skills in English; proficiency in regional languages is a plus.
• Hands-on experience with CRM systems, helpdesk tools, or quality monitoring platforms such as Salesforce, Zendesk, or similar technologies.
• Ability to manage multiple priorities in a fast-paced environment while maintaining a high level of attention to detail and professionalism.

Benefits

• Competitive compensation package including performance-linked incentives and annual appraisals based on individual and team achievements.
• Comprehensive health insurance coverage for employees and immediate family members, along with access to employee wellness programs.
• Structured learning and development opportunities, including leadership training, certifications, and mentorship programs to support career growth.
• Flexible working arrangements including hybrid work options, promoting a healthy work-life balance in a collaborative and inclusive environment.
• Opportunity to work with a diverse and high-performing team within a rapidly growing organization that values innovation, integrity, and customer commitment.