Assistant Manager – Service Excellence

Assistant Manager – Service Excellence

Location: India (Pan-India Opportunities Available) | Function: Customer Experience & Quality | Employment Type: Full-Time

About the Role

We are looking for a driven and detail-oriented Assistant Manager – Service Excellence to join our growing team. In this role, you will be at the heart of our customer experience strategy, ensuring that every touchpoint across our service delivery ecosystem meets the highest standards of quality, consistency, and customer satisfaction. You will work closely with cross-functional teams including operations, training, and technology to embed a culture of continuous improvement.

As an Assistant Manager in Service Excellence, you will be responsible for monitoring service quality metrics, identifying gaps in customer-facing processes, and implementing corrective frameworks that drive measurable improvements. You will play a pivotal role in designing and executing service audits, handling escalated customer concerns, and mentoring frontline teams to deliver exceptional experiences aligned with organisational goals.

This is an excellent opportunity for a professional with a strong background in customer service operations and quality management who is ready to take the next step in their career. If you are passionate about transforming service delivery and thrive in a fast-paced, target-driven environment, we encourage you to apply.

Key Responsibilities

• Monitor and evaluate end-to-end service delivery processes to ensure adherence to defined quality benchmarks and customer satisfaction targets (CSAT, NPS, FCR).
• Conduct regular service audits, mystery shopping exercises, and call quality reviews to identify performance gaps and recommend corrective actions.
• Collaborate with the training team to design and deliver targeted coaching programmes for frontline staff based on quality assessment findings.
• Manage and resolve escalated customer complaints within defined TAT, ensuring root cause analysis is documented and preventive measures are implemented.
• Prepare and present weekly and monthly service excellence reports to senior management, highlighting trends, risks, and improvement initiatives.
• Drive process improvement projects using frameworks such as Lean, Six Sigma, or Kaizen to eliminate service inefficiencies and reduce customer effort.
• Liaise with internal stakeholders across operations, IT, and product teams to ensure customer feedback is incorporated into service design and system enhancements.
• Benchmark service standards against industry best practices and competitor performance to proactively identify opportunities for differentiation.

Requirements

• Bachelor's degree in Business Administration, Management, or a related discipline; MBA preferred.
• 3–6 years of experience in customer service, quality assurance, or service operations, with at least 1–2 years in a supervisory or team lead capacity.
• Strong understanding of service quality frameworks, customer experience metrics, and complaint management processes.
• Proficiency in MS Excel, PowerPoint, and CRM tools such as Salesforce or Zendesk; exposure to quality management software is an advantage.
• Excellent communication, analytical, and interpersonal skills with the ability to influence stakeholders at multiple levels.
• Certification in Six Sigma (Green Belt or above), COPC, or any recognised quality management programme is highly desirable.
• Ability to work in a dynamic, high-pressure environment while managing multiple priorities effectively.

Benefits

• Competitive CTC with performance-linked incentives and annual appraisal cycles aligned to industry standards.
• Comprehensive health insurance coverage for self and family, including top-up options.
• Structured learning and development programmes, including access to certified quality management courses and leadership training.
• Flexible working arrangements including hybrid work options available at select locations across India.
• Clear and transparent career progression pathways into senior management roles within the Service Excellence and Customer Experience function.