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 superior customer experience standards across all service touchpoints. You will work closely with cross-functional teams to identify gaps, implement improvement initiatives, and ensure that every customer interaction reflects our commitment to quality and excellence. This is an exciting opportunity for a passionate professional who thrives in a dynamic environment and is dedicated to building a culture of continuous improvement and customer-first thinking.

Key Responsibilities

• Monitor and evaluate end-to-end service delivery processes to identify inefficiencies and implement targeted improvement strategies that enhance overall customer satisfaction scores.
• Collaborate with department heads and frontline teams to design, roll out, and sustain service excellence frameworks aligned with organizational goals and industry best practices.
• Analyze customer feedback, Net Promoter Scores (NPS), CSAT data, and complaint trends to generate actionable insights and present findings to senior leadership on a regular basis.
• Lead training and capability-building sessions for customer-facing staff, ensuring consistent delivery of service standards and adherence to established protocols across all channels.
• Drive root cause analysis for recurring service failures and work with relevant stakeholders to implement corrective and preventive measures within defined timelines.
• Develop and maintain standard operating procedures (SOPs), service quality guidelines, and performance benchmarks to support operational consistency and accountability.
• Track key performance indicators (KPIs) related to service quality, turnaround times, and resolution rates, preparing detailed reports and dashboards for management review.
• Champion a customer-centric culture by recognizing high-performing team members and fostering an environment of ownership, empathy, and proactive problem-solving.

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 relevant experience in service quality, customer experience, or operations management, preferably within a service-driven industry such as banking, retail, hospitality, or telecommunications.
• Demonstrated ability to analyze complex data sets, interpret service metrics, and translate findings into clear, practical improvement plans.
• Strong interpersonal and communication skills with the ability to influence stakeholders at multiple levels and facilitate effective cross-functional collaboration.
• Proficiency in MS Office Suite, CRM platforms, and reporting tools; familiarity with quality management methodologies such as Six Sigma or Lean is highly desirable.
• Proven track record of managing multiple priorities simultaneously while maintaining a high standard of accuracy and attention to detail in a fast-paced environment.
• A proactive, solution-oriented mindset with strong leadership capabilities and the ability to inspire and motivate teams toward shared service excellence goals.

Benefits

• Competitive Compensation: Attractive salary package with performance-linked incentives and annual appraisals designed to reward your contributions and professional growth.
• Health and Wellness: Comprehensive medical insurance coverage for you and your dependents, along with access to employee wellness programs and mental health support resources.
• Learning and Development: Sponsored certifications, leadership development programs, and structured learning pathways to help you advance your career within the organization.
• Work-Life Balance: Flexible working arrangements, paid time off, and a supportive workplace culture that values employee well-being and personal commitments.
• Career Growth: Clear progression opportunities within a rapidly expanding organization that recognizes talent and actively promotes from within.