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 continuously improve service standards. This is an exciting opportunity for a passionate professional who thrives in a fast-paced environment and is dedicated to building a culture of outstanding customer experience.

Key Responsibilities

• Develop, implement, and monitor service quality frameworks and standard operating procedures to ensure consistent and exceptional customer experiences across all channels.
• Conduct regular audits and assessments of service delivery processes, identifying gaps and recommending actionable improvements to enhance overall performance.
• Lead and coach frontline service teams through structured training programs, workshops, and feedback sessions to build capability and reinforce service excellence standards.
• Analyse customer feedback, satisfaction scores, and complaint data to identify trends, root causes, and opportunities for continuous improvement.
• Collaborate with cross-functional teams including Operations, Sales, and Technology to align service strategies with broader business objectives and customer expectations.
• Manage and resolve escalated customer complaints promptly and professionally, ensuring timely closure and a positive customer outcome in every case.
• Prepare and present performance reports and dashboards to senior management, highlighting key metrics, achievements, and areas requiring strategic attention.
• Drive initiatives that promote a customer-first culture within the organisation, recognising and rewarding team members who consistently demonstrate service excellence.

Requirements

• Bachelor's degree in Business Administration, Hospitality Management, or a related field; a postgraduate qualification is 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.
• Proven track record of implementing service improvement initiatives that have resulted in measurable gains in customer satisfaction and operational efficiency.
• Strong analytical skills with the ability to interpret data, metrics, and customer insights to drive informed decision-making and strategic planning.
• Excellent interpersonal and communication skills in English and Hindi, with the ability to engage effectively with diverse stakeholders at all levels of the organisation.
• Proficiency in CRM tools, MS Office Suite, and service management platforms; familiarity with quality management systems such as ISO or Six Sigma is highly desirable.
• A proactive, solution-oriented mindset with the ability to manage multiple priorities and deliver results under pressure within tight deadlines.

Benefits

• Competitive salary package with performance-linked incentives and annual appraisals aligned to industry benchmarks.
• Comprehensive health and wellness benefits, including medical insurance coverage for the employee and immediate family members.
• Access to ongoing learning and development programmes, including leadership training, certification support, and career advancement opportunities.
• A collaborative and inclusive work culture that values innovation, recognises contributions, and supports work-life balance through flexible working arrangements.
• Paid annual leave, public holidays, and additional employee engagement initiatives designed to promote well-being and team cohesion throughout the year.