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 role, you will play a pivotal part in driving customer satisfaction, optimizing service delivery processes, and ensuring consistent quality standards across all customer touchpoints. You will work closely with cross-functional teams to identify gaps, implement best practices, and cultivate a culture of continuous improvement. This is an excellent opportunity for a passionate service professional who thrives in a dynamic environment and is committed to delivering exceptional experiences at every level.

Key Responsibilities

• Monitor and evaluate end-to-end service delivery processes to identify inefficiencies and implement targeted improvement initiatives that enhance overall customer experience.
• Develop, track, and report on key performance indicators (KPIs) related to service quality, customer satisfaction scores (CSAT/NPS), and resolution timelines.
• Collaborate with team leaders and department heads to design and execute training programs that build service capability and embed a customer-first mindset across the organization.
• Handle escalated customer complaints and complex service issues with professionalism, ensuring timely resolution and effective root cause analysis to prevent recurrence.
• Conduct regular audits and quality assessments of service interactions, providing structured feedback and coaching to frontline teams to maintain high performance standards.
• Prepare detailed reports and presentations for senior management, highlighting service trends, improvement opportunities, and the impact of implemented initiatives.
• Partner with technology and operations teams to evaluate and integrate digital tools and automation solutions that streamline service workflows and reduce response times.
• Lead and participate in cross-functional projects focused on process re-engineering, policy updates, and service innovation aligned with organizational goals.

Requirements

• Education: Bachelor's degree in Business Administration, Management, or a related field; a postgraduate qualification is an added advantage.
• Experience: Minimum 3–5 years of experience in customer service, service quality, or operations management, with at least 1 year in a supervisory or leadership capacity.
• Proven ability to analyze data, generate actionable insights, and present findings clearly to both operational and senior-level stakeholders.
• Strong knowledge of service excellence frameworks, quality management methodologies such as Six Sigma or Lean, and customer experience best practices.
• Excellent interpersonal and communication skills with the ability to influence, motivate, and engage teams at all levels of the organization.
• Proficiency in MS Office Suite, CRM platforms, and service management tools; experience with data visualization tools is desirable.
• Demonstrated ability to manage multiple priorities simultaneously in a fast-paced environment while maintaining a high standard of accuracy and professionalism.

Benefits

• Competitive Compensation: Attractive salary package with performance-linked incentives and annual appraisal cycles aligned to industry benchmarks.
• Health and Wellness: Comprehensive medical insurance coverage for employees and dependents, along with access to wellness programs and employee assistance resources.
• Learning and Development: Sponsored certifications, leadership development programs, and access to a curated library of online learning platforms to support continuous professional growth.
• Work-Life Balance: Flexible working arrangements including hybrid work options, generous leave entitlements, and paid holidays in accordance with Indian labour standards.
• Career Growth: Clear and structured career progression pathways within a supportive, inclusive, and innovation-driven organizational culture that values talent from within.