Assistant Manager – Service Excellence

About the Role

We are seeking a motivated and results-driven Assistant Manager – Service Excellence to join our growing team in India. In this role, you will play a pivotal part in designing, implementing, and continuously improving service quality frameworks across the organization. You will work closely with cross-functional teams to ensure that every customer interaction reflects our commitment to exceptional service standards. This is an exciting opportunity for a passionate professional who thrives in a fast-paced environment and is dedicated to driving meaningful change through process optimization and team development.

Key Responsibilities

• Develop and implement service excellence strategies aligned with organizational goals to consistently enhance customer satisfaction and loyalty.
• Monitor and analyze key performance indicators (KPIs) such as CSAT, NPS, and first-call resolution rates to identify trends and areas for improvement.
• Conduct regular quality audits and assessments across service touchpoints, providing actionable feedback to frontline teams and supervisors.
• Design and deliver training programs and workshops to upskill customer-facing teams on service standards, communication, and problem-resolution techniques.
• Collaborate with operations, product, and technology teams to streamline service processes and eliminate customer pain points through continuous improvement initiatives.
• Prepare detailed reports and presentations for senior leadership, summarizing service performance, root cause analyses, and recommended corrective actions.
• Handle escalated customer complaints with professionalism, ensuring swift resolution and a positive customer outcome while maintaining brand integrity.
• Champion a customer-first culture within the organization by recognizing outstanding service behaviors and establishing best practice sharing across departments.

Requirements

• Bachelor's degree in Business Administration, Management, or a related field; a postgraduate qualification is an added advantage.
• Minimum 3–5 years of experience in customer service, quality assurance, or service operations, with at least 1–2 years in a supervisory or leadership capacity.
• Strong analytical skills with proficiency in data interpretation tools such as MS Excel, Power BI, or similar platforms to track and report service metrics.
• Excellent verbal and written communication skills in English, with the ability to present confidently to diverse stakeholders at all levels of the organization.
• Demonstrated knowledge of quality management frameworks such as Six Sigma, Lean, or ISO service standards is highly desirable.
• Proven ability to manage multiple priorities simultaneously while maintaining attention to detail and meeting deadlines in a dynamic work environment.
• Strong interpersonal and team leadership skills, with a collaborative approach and the ability to influence without direct authority.

Benefits

• Competitive compensation package including performance-based incentives and annual increments aligned with industry benchmarks.
• Comprehensive health and wellness benefits covering medical, dental, and accidental insurance for employees and eligible dependents.
• Structured learning and development opportunities, including access to professional certifications, leadership programs, and internal mentorship initiatives.
• Flexible working arrangements and a positive work culture that values diversity, inclusion, and employee well-being.
• Clear career progression pathways with opportunities to grow into senior management roles within a rapidly expanding organization.