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 excellence. You will work closely with frontline teams, department heads, and senior leadership to design, implement, and monitor service quality frameworks that drive measurable improvements in customer satisfaction and operational efficiency. This is an exciting opportunity for a passionate professional who thrives in a dynamic environment and is committed to building a culture of continuous improvement.

Key Responsibilities

• Develop and implement service excellence strategies aligned with organizational goals to consistently enhance the overall customer experience across all service channels.
• Monitor and evaluate customer satisfaction metrics, including NPS, CSAT, and CES scores, and prepare detailed reports with actionable insights for senior management.
• Lead, coach, and mentor frontline service teams to ensure adherence to standard operating procedures and best-in-class service delivery practices.
• Identify service gaps and process inefficiencies through regular audits, mystery shopping exercises, and customer feedback analysis, and drive timely corrective actions.
• Collaborate cross-functionally with operations, training, and quality assurance teams to design and deliver targeted training programs that upskill employees and reinforce service standards.
• Handle escalated customer complaints with professionalism and empathy, ensuring swift resolution while maintaining brand integrity and customer loyalty.
• Benchmark service performance against industry standards and competitor practices to identify opportunities for innovation and differentiation.
• Prepare and present monthly and quarterly performance reviews to leadership, highlighting trends, achievements, and areas requiring strategic focus.

Requirements

• Bachelor's degree in Business Administration, Hospitality Management, or a related field; a postgraduate qualification will be an added advantage.
• Minimum 4–6 years of experience in customer service, quality management, or service operations, with at least 2 years in a supervisory or managerial capacity.
• Proven expertise in service quality frameworks such as Six Sigma, Lean, or ISO 9001 standards is highly desirable.
• Exceptional communication, interpersonal, and stakeholder management skills with the ability to influence and inspire teams at all levels.
• Strong analytical and problem-solving abilities, with proficiency in MS Office Suite and customer experience management tools or CRM platforms.
• Demonstrated ability to manage multiple priorities in a fast-paced environment while maintaining a high standard of accuracy and attention to detail.
• Fluency in English and Hindi; knowledge of regional languages will be considered an asset.

Benefits

• Competitive compensation package with performance-linked incentives and annual appraisals based on clearly defined KPIs.
• Comprehensive health insurance coverage for employees and immediate family members, including medical, dental, and wellness benefits.
• Access to ongoing professional development programs, leadership training, and sponsored certifications to support career growth.
• A collaborative and inclusive work culture that values diversity, recognizes achievements, and encourages innovation at every level.
• Flexible work arrangements including hybrid working options, generous paid leave, and employee assistance programs promoting work-life balance.