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 that every interaction reflects our commitment to operational excellence and customer satisfaction. You will work closely with frontline teams, department heads, and senior leadership to design, implement, and monitor service quality frameworks that align with organizational goals. This is an excellent opportunity for a passionate professional who thrives in a fast-paced environment and is dedicated to building a culture of continuous improvement and service distinction.

Key Responsibilities

• Develop and implement service excellence strategies and standard operating procedures to consistently enhance the customer experience across all business units.
• Monitor and evaluate customer satisfaction metrics, including NPS, CSAT, and CES scores, and present actionable insights to senior management on a regular basis.
• Lead, coach, and mentor frontline service teams to ensure adherence to quality benchmarks and foster a customer-first mindset throughout the organization.
• Conduct regular service audits and quality assessments, identifying gaps in performance and collaborating with relevant stakeholders to implement corrective measures promptly.
• Manage and resolve escalated customer complaints with professionalism and urgency, ensuring timely closure and root cause analysis to prevent recurrence.
• Design and deliver training programs and workshops focused on service standards, communication skills, and complaint handling for new and existing team members.
• Collaborate with cross-functional teams including Operations, Sales, and Technology to streamline service processes and eliminate pain points in the customer journey.
• Prepare and present monthly performance reports, tracking key service delivery indicators and recommending initiatives to drive continuous improvement.

Requirements

• Bachelor's degree in Business Administration, Management, or a related field; a postgraduate qualification is considered an advantage.
• Minimum 4–6 years of experience in customer service, service quality, or operations management, with at least 1–2 years in a supervisory or leadership capacity.
• Strong understanding of service quality frameworks such as Six Sigma, ISO standards, or Total Quality Management (TQM) methodologies.
• Excellent communication, interpersonal, and stakeholder management skills, with the ability to influence across all levels of the organization.
• Proficiency in CRM platforms and data analysis tools, with the ability to translate data into meaningful service improvement strategies.
• Demonstrated ability to manage multiple priorities under pressure while maintaining a high standard of accuracy and professionalism.
• Fluency in English and Hindi; knowledge of regional languages is an added benefit.

Benefits

• Competitive salary package with performance-linked incentives and annual appraisal cycles aligned to industry benchmarks.
• Comprehensive health and wellness benefits, including medical insurance coverage for the employee and immediate family members.
• Access to structured learning and development programs, leadership training, and sponsorship for relevant professional certifications.
• A collaborative and inclusive work culture that values innovation, employee well-being, and career progression opportunities.
• Flexible working arrangements and paid leave policies, including annual leave, casual leave, and maternity or paternity benefits as per company policy.