Assistant Service Excellence Manager

Job Description

• Lead monthly mystery calls across 58 branches and conduct physical inspections (SOPs, queues, grooming, SLAs).
• Provide diagnostic feedback and establish remediation plans for low-scoring branches.
• Conduct workshops (etiquette, de-escalation, cross-selling), new-hire onboarding, and 30-day remedial coaching.
• Track customer complaints, investigate root causes, and partner with Ops to cut wait times.
• Publish monthly 58-branch performance dashboards and present key service trends to leadership.

Job Requirements

• Bachelor’s degree in Business, Management, or related field; CS/Trainer certifications a plus.
• 5 years in CS/Service QA (banking preferred), including 2+ years supervising audits and training.
• Skills in Audit framework management, data analysis, group facilitation, and advanced MS Office (Excel/PowerPoint).
• Organized, continuous-improvement mindset, and willing to travel nationally.

Allowance & Benefits

• Sat and Sun Off
• Ferry Provide
• Annual Bonus
• Promotion Opportunities