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 role, you will play a pivotal part in shaping and elevating the overall customer experience across all touchpoints. You will work closely with cross-functional teams to identify service gaps, implement quality improvement initiatives, and build a culture of excellence that consistently exceeds customer expectations. This is an exciting opportunity for a passionate professional who thrives in a fast-paced environment and is committed to delivering measurable results in service quality and customer satisfaction.

Key Responsibilities

• Monitor and evaluate end-to-end customer service processes to identify areas for improvement and implement effective, data-driven solutions that enhance overall service delivery standards.
• Develop, review, and update Standard Operating Procedures (SOPs) to ensure consistency, compliance, and alignment with organizational goals and industry best practices.
• Lead regular training sessions and workshops for frontline and support staff to strengthen service competencies, communication skills, and problem-resolution capabilities.
• Analyse customer feedback, Net Promoter Scores (NPS), and satisfaction surveys to generate actionable insights and present findings to senior management with recommended improvement strategies.
• Collaborate with operations, sales, and product teams to ensure a seamless and unified customer journey, resolving escalated complaints with professionalism and efficiency.
• Track and report on key service performance metrics, including First Call Resolution (FCR), Average Handling Time (AHT), and Customer Satisfaction Score (CSAT), ensuring targets are consistently achieved.
• Champion a customer-first mindset across the organization by recognizing high-performing team members and promoting accountability at every level of service delivery.
• Support the implementation of new technologies and digital tools aimed at automating service workflows and improving the overall efficiency of the customer support function.

Requirements

• Education: Bachelor's degree in Business Administration, Management, or a related field; a postgraduate qualification is an added advantage.
• Experience: Minimum 3–5 years of experience in customer service, service quality, or operations management, with at least 1–2 years in a supervisory or leadership capacity.
• Proven track record of designing and implementing service improvement initiatives that have delivered tangible improvements in customer satisfaction and operational efficiency.
• Strong analytical and problem-solving skills with the ability to interpret complex data sets and translate insights into clear, actionable recommendations.
• Excellent interpersonal and communication skills in English and Hindi; proficiency in additional regional languages is desirable.
• Proficiency in CRM platforms, helpdesk tools, and Microsoft Office Suite; familiarity with quality management frameworks such as Six Sigma or ISO standards is a plus.
• Ability to manage multiple priorities under pressure while maintaining a high standard of accuracy, professionalism, and attention to detail.

Benefits

• Competitive Compensation: Attractive salary package with performance-linked incentives and annual appraisals aligned with industry benchmarks.
• Health and Wellness: Comprehensive medical insurance coverage for employees and their immediate family members, including access to wellness programmes and mental health support.
• Learning and Development: Access to structured training programmes, leadership development courses, and opportunities to attend industry conferences and certification programmes.
• Work-Life Balance: Flexible working arrangements, paid annual leave, and a supportive work culture that values employee well-being and personal growth.
• Career Growth: Clear pathways for progression within a dynamic and expanding organization, with mentorship from experienced senior leaders across the business.