Assistant Manager – Service Excellence

About the Role

We are seeking a motivated and results-driven 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 fostering a culture of continuous improvement across all service touchpoints. You will work closely with cross-functional teams to ensure that every customer interaction reflects our commitment to quality, efficiency, and satisfaction. This is an excellent opportunity for a dynamic professional who is passionate about delivering exceptional service experiences and leading high-performing teams in a fast-paced environment.

Key Responsibilities

• Develop, implement, and monitor service excellence frameworks to ensure consistent delivery of high-quality customer experiences across all channels and departments.
• Analyze customer feedback, satisfaction scores, and service metrics to identify gaps and drive targeted improvement initiatives that enhance overall service performance.
• Lead, coach, and mentor frontline service teams to build capability, boost engagement, and maintain high levels of productivity and morale.
• Collaborate with operations, training, and quality assurance teams to design and execute standard operating procedures aligned with organizational goals and industry best practices.
• Handle escalated customer complaints and complex service issues with professionalism, ensuring timely resolution and a positive outcome for all stakeholders.
• Prepare and present regular performance reports and dashboards to senior management, highlighting key trends, achievements, and areas requiring attention.
• Drive process improvement projects using methodologies such as Lean or Six Sigma to reduce inefficiencies, minimize errors, and improve turnaround times.
• Ensure full compliance with company policies, regulatory requirements, and service-level agreements while maintaining the highest standards of ethical conduct.

Requirements

• Bachelor's degree in Business Administration, Management, or a related field; a postgraduate qualification or MBA is preferred.
• Minimum of 4–6 years of experience in customer service, service operations, or a related role, with at least 2 years in a supervisory or managerial capacity.
• Proven track record of implementing service improvement initiatives and achieving measurable improvements in customer satisfaction metrics such as NPS, CSAT, or CES.
• Strong analytical and problem-solving skills with proficiency in MS Office, CRM platforms, and data reporting tools.
• Excellent interpersonal, communication, and stakeholder management skills with the ability to influence and collaborate across all levels of the organization.
• Familiarity with quality management frameworks and process improvement methodologies such as ISO standards, Lean, or Six Sigma is highly desirable.
• Demonstrated ability to manage multiple priorities under pressure while maintaining attention to detail and delivering results within deadlines.

Benefits

• Competitive salary package with performance-linked incentives and annual appraisals aligned with industry benchmarks.
• Comprehensive health insurance coverage for employees and immediate family members, along with wellness programs and employee assistance services.
• Structured learning and development programs, including leadership training, certifications, and mentorship opportunities to accelerate your career growth.
• Flexible working arrangements and a positive, inclusive work culture that values diversity, collaboration, and work-life balance.
• Paid annual leave, public holidays, and additional leave benefits in accordance with Indian labor regulations and company policy.