Assistant Manager – Service Excellence

About the Role

We are seeking a motivated and detail-oriented Assistant Manager – Service Excellence to join our growing operations team. In this role, you will be at the forefront of designing, monitoring, and continuously improving customer service standards across all touchpoints. You will work closely with frontline teams, quality analysts, and senior leadership to ensure that every customer interaction reflects our commitment to exceptional service delivery.

This position demands a professional who understands the nuances of service quality in the Indian market and can translate customer expectations into measurable performance benchmarks. You will be responsible for driving a culture of accountability and continuous improvement, ensuring that service metrics such as CSAT, NPS, and first-call resolution consistently meet or exceed defined targets. Your ability to analyse data, identify gaps, and implement corrective actions will be central to your success in this role.

The ideal candidate brings a blend of analytical thinking, people management skills, and a genuine passion for customer-centric operations. If you thrive in a fast-paced environment and are committed to setting new standards of service excellence, we encourage you to apply.

Key Responsibilities

• Monitor and evaluate daily service quality metrics including CSAT scores, NPS, AHT, and FCR to identify trends and areas requiring immediate attention.
• Conduct regular audits of customer interactions across voice, email, and chat channels to ensure adherence to quality standards and compliance guidelines.
• Design and implement Standard Operating Procedures (SOPs) and service frameworks to drive consistency across all customer-facing teams.
• Collaborate with the Training and Development team to identify skill gaps and coordinate targeted coaching sessions and refresher programmes for frontline staff.
• Prepare and present weekly and monthly service excellence reports to senior management, highlighting key insights, root causes, and actionable recommendations.
• Lead root cause analysis (RCA) exercises for recurring service failures and drive time-bound corrective and preventive action (CAPA) plans.
• Act as the primary liaison between operations, customer experience, and technology teams to implement process improvements and automation initiatives.
• Benchmark internal service performance against industry standards and competitor practices to identify opportunities for differentiation.

Requirements

• Bachelor's degree in Business Administration, Management, or a related field; MBA preferred.
• Minimum 3–5 years of experience in service quality, customer experience, or operations management, preferably within BFSI, retail, telecom, or e-commerce sectors.
• Demonstrated proficiency in quality tools and methodologies such as Six Sigma, Lean, or ISO 9001 frameworks.
• Strong analytical skills with hands-on experience using tools like MS Excel, Power BI, or Tableau for data-driven decision-making.
• Excellent communication and stakeholder management skills with the ability to present findings clearly to both technical and non-technical audiences.
• Proven ability to manage cross-functional projects independently and deliver results within defined timelines.
• Familiarity with CRM platforms such as Salesforce or Zendesk and customer feedback management tools is highly desirable.

Benefits

• Competitive CTC in the range of ₹8–12 LPA, commensurate with experience and qualifications.
• Comprehensive health insurance coverage for self and immediate family members, including group mediclaim and term life insurance.
• Structured career development path with access to internal promotions, leadership programmes, and sponsored certifications.
• Flexible hybrid work model with the option to work from home up to two days per week.
• Annual performance-linked bonus, paid leaves as per statutory norms, and exclusive employee wellness initiatives.