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 cross-functional teams, frontline staff, and senior leadership to design, implement, and monitor service quality frameworks that align with organizational goals. This is an exciting opportunity for a motivated professional who thrives in a fast-paced environment and is passionate about building a culture of continuous improvement and service distinction.

Key Responsibilities

• Develop, implement, and continuously refine service quality standards and frameworks to ensure consistent and exceptional customer experiences across all channels.
• Monitor key performance indicators (KPIs) related to customer satisfaction, resolution time, and service delivery efficiency, providing actionable insights to senior management.
• Conduct regular audits, quality checks, and mystery shopping evaluations to identify service gaps and recommend corrective measures.
• Lead, coach, and mentor frontline service teams to build capability, improve performance, and foster a customer-first mindset across the organization.
• Collaborate with the training and development team to design and deliver targeted service excellence training programs for new and existing employees.
• Handle escalated customer complaints and complex service issues with professionalism, ensuring swift resolution and a positive customer outcome.
• Prepare and present periodic performance reports, trend analyses, and improvement plans to stakeholders and department heads.
• Drive process improvement initiatives using methodologies such as Lean or Six Sigma to eliminate inefficiencies and enhance overall service delivery.

Requirements

• Bachelor's degree in Business Administration, Management, Hospitality, 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 managerial capacity.
• Proven track record of implementing service improvement strategies that have delivered measurable results in customer satisfaction and operational efficiency.
• Strong analytical and problem-solving skills with the ability to interpret data, identify trends, and translate insights into strategic action plans.
• Excellent communication, interpersonal, and stakeholder management skills, with the ability to influence and collaborate across all levels of the organization.
• Proficiency in CRM tools, customer feedback platforms, and MS Office Suite, particularly Excel and PowerPoint.
• Familiarity with quality management standards such as ISO 9001 or process improvement frameworks like Six Sigma or Lean is highly desirable.

Benefits

• Competitive salary package with performance-linked incentives and annual appraisals based on individual and organizational achievements.
• Comprehensive health insurance coverage for employees and their immediate family members, including medical, dental, and wellness benefits.
• Structured learning and development opportunities, including access to professional certifications, workshops, and leadership development programs.
• A collaborative and inclusive work culture that values innovation, employee well-being, and internal career growth opportunities across departments and locations.
• Flexible working arrangements and paid time off, including earned leave, sick leave, and national holidays as per company policy.