Assistant Service Excellence Manager (Customer Care)

Job Description

• Monitor and analyze customer satisfaction and NPS performance across service channels.
• Manage end-to-end customer complaints to ensure timely resolution and compliance with standards.
• Conduct root cause analysis to identify recurring issues and recommend preventive actions.
• Perform quality control reviews on customer interactions and ensure adherence to service standards.
• Support service training and coaching to enhance frontline service delivery.
• Partner with Learning & Development to design training modules focused on service excellence, communication, empathy, and compliance.
• Collaborate with business units to improve customer experience and process efficiency.
• Prepare reports and support service excellence initiatives and audits.

Job Requirements

• Bachelor’s degree in Business Administration, Banking & Finance or related field.
• Minimum 3–6 years’ experience in Customer Service or Service Quality roles within a banking or financial institution.
• Proven experience in complaint management, customer analytics, and service improvement projects.
• Strong understanding of banking operations, regulatory standards, and customer service principles.
• Excellent interpersonal, team engagement, communication, and analytical skills.
• Customer centric mindset is a must.
• Proficiency in Microsoft Office, Jasper, T24 and data reporting tools.
• Must have key competencies: Customer-Centric Mindset, Analytical & Problem-Solving Skills, Service Quality Orientation, Coaching & Communication Skills, Collaboration & Stakeholder Management, Results-Driven