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 this role, you will be at the forefront of designing, implementing, and continuously improving service delivery frameworks that elevate the customer experience across all touchpoints. You will work closely with cross-functional teams to identify service gaps, drive quality initiatives, and embed a culture of excellence throughout the organisation.

This position demands a professional who understands the nuances of customer expectations in the Indian market and can translate data-driven insights into actionable improvements. You will play a pivotal role in monitoring service metrics, conducting root cause analyses, and championing process standardisation initiatives that align with our organisational goals and customer satisfaction benchmarks.

If you are passionate about delivering measurable impact through service transformation and possess strong interpersonal skills to influence stakeholders at all levels, this is an outstanding opportunity to build a meaningful career in a dynamic, customer-centric environment.

Key Responsibilities

• Monitor and analyse key service excellence metrics such as CSAT, NPS, and First Contact Resolution (FCR) to identify trends and recommend targeted improvements.
• Design and implement Standard Operating Procedures (SOPs) to ensure consistent, high-quality service delivery across all customer-facing functions.
• Conduct regular service audits and quality assessments to evaluate team performance and ensure adherence to defined service standards.
• Collaborate with Training and Development teams to identify skill gaps and co-create learning modules that strengthen frontline service capabilities.
• Lead root cause analysis for escalated customer complaints and work with relevant departments to implement corrective and preventive actions within agreed timelines.
• Prepare and present monthly service performance reports to senior management, highlighting achievements, risks, and improvement roadmaps.
• Drive customer feedback mechanisms including surveys, focus groups, and feedback loops to gather actionable Voice of Customer (VoC) data.
• Partner with operations, technology, and product teams to streamline processes that directly impact service turnaround times and customer satisfaction scores.

Requirements

• Bachelor's degree in Business Administration, Management, or a related field; MBA preferred.
• 3–5 years of relevant experience in service quality, customer experience, or operations management, preferably within the BFSI, retail, hospitality, or telecom sector.
• Proven knowledge of service excellence frameworks, quality management tools (Six Sigma, Lean, or equivalent), and process improvement methodologies.
• Strong analytical skills with proficiency in MS Excel, PowerPoint, and CRM or service management platforms such as Salesforce or Zendesk.
• Excellent verbal and written communication skills in English and Hindi; ability to present confidently to senior leadership.
• Demonstrated ability to manage multiple priorities simultaneously while maintaining a high standard of accuracy and attention to detail.
• A customer-first mindset with the ability to influence and inspire teams without direct authority.

Benefits

• Competitive CTC with performance-linked incentives and annual appraisal cycles aligned to market benchmarks.
• Comprehensive health insurance coverage for self and family, including cashless hospitalisation across a wide network of hospitals pan-India.
• Structured learning and development programmes, including sponsorship for professional certifications such as Six Sigma or PMP.
• Flexible work arrangements including hybrid working options and generous paid leave entitlements including casual, sick, and earned leave.
• Clear and transparent career progression pathways with opportunities to grow into senior leadership roles within the Service Excellence function.