Assistant Manager – Service Excellence

About the Role

We are seeking a motivated and detail-oriented Assistant Manager – Service Excellence to join our growing team in India. In this role, you will play a pivotal part in driving customer satisfaction, standardizing service delivery processes, and fostering a culture of continuous improvement across all operational touchpoints. You will work closely with cross-functional teams to identify service gaps, implement best practices, and ensure that every customer interaction reflects the highest standards of quality and professionalism. This is an excellent opportunity for a dynamic professional who is passionate about service innovation and operational efficiency.

Key Responsibilities

• Monitor and evaluate end-to-end service delivery processes to identify inefficiencies and implement targeted improvement initiatives aligned with organizational goals.
• Develop and maintain Standard Operating Procedures (SOPs) to ensure consistency, compliance, and quality across all customer-facing and back-end operations.
• Analyze customer feedback, Net Promoter Scores (NPS), and satisfaction surveys to generate actionable insights and present recommendations to senior leadership.
• Collaborate with department heads and frontline teams to design and deliver training programs focused on service quality, communication skills, and customer handling best practices.
• Lead root cause analysis for service failures and customer escalations, ensuring timely resolution and implementation of corrective and preventive actions.
• Track and report on key performance indicators (KPIs) related to service excellence, preparing regular dashboards and performance reports for management review.
• Champion a customer-first culture within the organization by recognizing service excellence achievements and promoting best-in-class service behaviors across teams.
• Coordinate with technology and digital teams to leverage tools and platforms that enhance service delivery, automate workflows, and improve the overall customer experience.

Requirements

• Bachelor's degree in Business Administration, Management, Hospitality, or a related field; a postgraduate qualification will be an added advantage.
• Minimum 3–5 years of experience in service quality, customer experience, or operations management, preferably within a service-oriented industry such as retail, BFSI, hospitality, or telecom.
• Strong analytical and problem-solving skills with the ability to interpret data, identify trends, and translate findings into practical service improvements.
• Excellent interpersonal and communication skills in both English and Hindi, with the confidence to engage stakeholders at all levels of the organization.
• Proficiency in MS Office Suite and familiarity with CRM tools, service management software, or quality assurance platforms.
• Demonstrated ability to manage multiple priorities in a fast-paced environment while maintaining a strong focus on quality and customer satisfaction.
• Knowledge of Six Sigma, Lean methodologies, or other quality management frameworks is highly desirable.

Benefits

• Competitive salary package with performance-linked incentives and annual appraisal cycles that reward high achievers.
• Comprehensive health insurance coverage for employees and their immediate family members, including medical, dental, and wellness benefits.
• Structured learning and development programs, including access to industry certifications, leadership workshops, and e-learning platforms to support career growth.
• Flexible working arrangements including hybrid work options, promoting a healthy work-life balance for all team members.
• A collaborative and inclusive workplace culture that values diversity, recognizes individual contributions, and provides clear pathways for professional advancement.