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 exceptional standards. You will work closely with cross-functional teams to design, implement, and monitor service quality frameworks that drive customer satisfaction, loyalty, and business growth. This is an exciting opportunity for a passionate professional who thrives in a fast-paced environment and is dedicated to building a culture of continuous improvement and service excellence.

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 present actionable insights and improvement plans to senior leadership.
• Lead, coach, and mentor frontline service teams to uphold high performance standards, fostering a culture of accountability, empathy, and professionalism.
• Identify service gaps and process inefficiencies through root cause analysis and implement corrective measures to reduce customer complaints and escalations.
• Collaborate with training and development teams to design and deliver targeted service training programs that equip staff with the skills required to exceed customer expectations.
• Manage and resolve escalated customer grievances in a timely and empathetic manner, ensuring swift closure while maintaining brand integrity and customer trust.
• Prepare and present regular performance reports highlighting key service trends, team productivity, and recommendations for process optimization to stakeholders.
• Benchmark service delivery practices against industry best standards and proactively introduce innovative solutions to maintain a competitive edge in customer experience.

Requirements

• Bachelor's degree in Business Administration, Management, or a related field; a postgraduate qualification will be considered an added advantage.
• Minimum 4–6 years of experience in customer service, service quality, or operations management, with at least 2 years in a supervisory or leadership capacity.
• Demonstrated expertise in customer experience frameworks, quality assurance methodologies, and service improvement initiatives within a corporate environment.
• Strong analytical and problem-solving skills with the ability to interpret data-driven insights and translate them into effective operational strategies.
• Excellent interpersonal and communication skills in both English and Hindi, with the ability to engage confidently with customers, teams, and senior management.
• Proficiency in CRM platforms, MS Office Suite, and service management tools; familiarity with Six Sigma or Lean methodologies is highly desirable.
• A proactive, resilient, and solution-oriented mindset with a demonstrated ability to manage multiple priorities under pressure and meet deadlines consistently.

Benefits

• Competitive salary package with performance-linked incentives and annual appraisal cycles that reward high achievers.
• Comprehensive health and wellness benefits, including medical insurance coverage for self and dependents, along with employee assistance programs.
• Structured career development opportunities, including access to leadership training programs, mentorship initiatives, and clear pathways for advancement within the organization.
• A collaborative and inclusive work culture that values diversity, encourages innovation, and recognizes individual contributions at every level.
• Flexible working arrangements including hybrid work options, paid leave entitlements, and additional wellness days to support a healthy work-life balance.