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 client 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 excellent opportunity for a passionate professional who thrives in a fast-paced environment and is dedicated to building a culture of continuous improvement and service distinction.

Key Responsibilities

• Develop and implement service excellence strategies and standard operating procedures to ensure consistent, high-quality customer experiences across all channels.
• Monitor and evaluate customer service performance metrics, including CSAT, NPS, and FCR scores, and prepare detailed reports for senior management review.
• Identify service gaps and process inefficiencies through regular audits, customer feedback analysis, and team assessments, and lead initiatives to address them effectively.
• Coach, mentor, and support frontline service teams to build capability, improve performance, and foster a customer-first mindset throughout the organization.
• Collaborate with the training and development team to design and deliver targeted service quality training programs and workshops for new and existing employees.
• Handle escalated customer complaints and complex service issues with professionalism, ensuring timely resolution and a positive outcome for all stakeholders.
• Liaise with internal departments including operations, sales, and technology to drive end-to-end service improvements and seamless customer journeys.
• Stay updated on industry best practices, emerging service trends, and competitor benchmarks to continuously refine and enhance the organization's service delivery model.

Requirements

• Bachelor's degree in Business Administration, 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.
• Strong analytical skills with the ability to interpret data-driven insights and translate them into actionable service improvement plans.
• Excellent interpersonal and communication skills, with a demonstrated ability to influence stakeholders and lead teams across multiple functions.
• Proficiency in CRM tools, service management platforms, and Microsoft Office Suite; familiarity with quality management systems is preferred.
• Proven track record of managing customer escalations and delivering measurable improvements in customer satisfaction and retention.
• Strong organizational skills with the ability to manage multiple priorities, meet deadlines, and perform effectively under pressure in a dynamic work environment.

Benefits

• Competitive salary package with performance-linked incentives and annual appraisal opportunities aligned with individual and business growth.
• Comprehensive health and wellness benefits, including medical insurance coverage for employees and their immediate family members.
• Access to structured learning and development programs, leadership training, and clear career progression pathways within the organization.
• A collaborative and inclusive work culture that values innovation, employee well-being, and work-life balance with flexible working arrangements.
• Paid annual leave, public holidays, and additional employee engagement initiatives including team events, recognition programs, and wellness activities.