Assistant Manager – Service Excellence

About the Role

We are seeking a motivated and detail-oriented Assistant Manager – Service Excellence to join our dynamic team in India. In this role, you will play a pivotal part in driving superior customer service standards, optimizing operational processes, and ensuring consistent delivery of exceptional experiences across all customer touchpoints. You will work closely with cross-functional teams to identify service gaps, implement best practices, and build a culture of continuous improvement. This is an exciting opportunity for a passionate professional who thrives in a fast-paced environment and is committed to raising the bar on service quality.

Key Responsibilities

• Monitor and evaluate end-to-end customer service processes to identify areas for improvement and implement effective corrective measures in a timely manner.
• Develop, review, and update Standard Operating Procedures (SOPs) to ensure alignment with organizational goals and industry best practices.
• Collaborate with team leaders and department heads to design and deliver targeted training programs that enhance service competencies across frontline and support teams.
• Track and analyze key performance indicators (KPIs) such as Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), and First Contact Resolution (FCR) to measure service effectiveness.
• Lead root cause analysis for service failures and escalations, ensuring timely resolution and implementation of preventive strategies to avoid recurrence.
• Prepare comprehensive reports and dashboards for senior management, presenting actionable insights and recommendations to improve service delivery.
• Champion a customer-first culture within the organization by recognizing high performance, sharing success stories, and reinforcing service values across teams.
• Coordinate with technology and operations teams to leverage digital tools and automation for streamlining service workflows and enhancing overall efficiency.

Requirements

• Bachelor's degree in Business Administration, Management, or a related field; a postgraduate qualification is an added advantage.
• Minimum 3–5 years of experience in customer service, quality assurance, or service excellence roles, preferably within a service-oriented industry.
• Proven track record of managing cross-functional projects and driving measurable improvements in customer satisfaction and operational performance.
• Strong analytical and problem-solving skills with the ability to interpret data, generate insights, and translate findings into actionable strategies.
• Excellent communication, interpersonal, and stakeholder management skills with the ability to influence at multiple levels of the organization.
• Proficiency in MS Office Suite, CRM platforms, and service management tools; familiarity with Six Sigma or Lean methodologies is highly desirable.
• Demonstrated ability to work independently, manage multiple priorities, and meet deadlines in a dynamic and evolving work environment.

Benefits

• Competitive salary package with performance-linked incentives and annual appraisals based on merit and achievement of service targets.
• Comprehensive health insurance coverage for employees and immediate family members, including medical, dental, and wellness benefits.
• Access to structured learning and development programs, leadership training, and opportunities for professional certifications to support career growth.
• Flexible working arrangements including hybrid work options, promoting a healthy work-life balance for all team members.
• Inclusive and collaborative work culture that values diversity, recognizes individual contributions, and fosters long-term professional relationships within a growth-oriented organization.