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 consistent adherence to organizational standards, and fostering a culture of continuous improvement. You will work closely with cross-functional teams, frontline staff, and senior leadership to identify service gaps, implement best practices, and build a customer-centric environment that drives satisfaction, loyalty, and business growth. This is an excellent opportunity for a motivated professional who is passionate about operational excellence and meaningful customer experiences.

Key Responsibilities

• Monitor and evaluate end-to-end customer service processes to identify areas of improvement and implement effective, sustainable solutions aligned with organizational goals.
• Develop, review, and update standard operating procedures (SOPs) to ensure consistent and high-quality service delivery across all departments and customer interaction channels.
• Conduct regular audits, quality checks, and performance reviews to measure team effectiveness and ensure compliance with internal service benchmarks and industry standards.
• Lead training and development initiatives for frontline and support staff, equipping teams with the skills, tools, and mindset required to deliver exceptional customer experiences.
• Analyze customer feedback, complaint data, and satisfaction metrics to generate actionable insights and present findings to senior management with recommended improvement strategies.
• Collaborate with operations, sales, and technology teams to streamline workflows, reduce turnaround times, and enhance overall service efficiency across business units.
• Manage escalated customer complaints with professionalism and urgency, ensuring timely resolution while maintaining a positive brand image and customer relationship.
• Track and report on key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and First Contact Resolution (FCR) to leadership on a regular basis.

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, quality assurance, or service operations, with at least 1–2 years in a supervisory or managerial capacity.
• Demonstrated knowledge of service excellence frameworks, customer experience methodologies, and quality management systems such as Six Sigma or ISO standards.
• Strong analytical and problem-solving skills with the ability to interpret data, identify trends, and translate insights into practical action plans.
• Excellent communication, interpersonal, and stakeholder management skills with the ability to influence and collaborate effectively across all levels of the organization.
• Proficiency in CRM platforms, Microsoft Office Suite, and service management tools; familiarity with data visualization tools is desirable.
• A proactive, detail-oriented approach with the ability to manage multiple priorities in a fast-paced, dynamic work environment.

Benefits

• Competitive Compensation: Attractive salary package with performance-linked incentives and annual increments based on individual and organizational achievements.
• Career Growth: Structured career development pathways, mentorship programs, and access to leadership training to support your long-term professional advancement.
• Health and Wellness: Comprehensive medical insurance coverage for employees and their dependents, along with access to employee wellness programs and mental health support resources.
• Work-Life Balance: Flexible working arrangements, generous paid leave policies, and a supportive organizational culture that values employee well-being.
• Learning Opportunities: Sponsored certifications, industry workshops, and continuous learning initiatives to keep you at the forefront of service excellence practices.