JOB PURPOSE

The Senior Manager – Service Excellence is responsible for enhancing service delivery, customer experience, and operational effectiveness by driving improvements across key performance metrics such as First Call Resolution (FCR), Net Promoter Score (NPS), and Complaint Reduction.

This role involves conducting in-depth Root Cause Analysis (RCA), Training Needs Analysis (TNA) and additional performance assessments to identify service gaps and implement continuous improvement strategies. The role also plays a key part in client-facing presentations, articulating performance trends, identified challenges, and structured action plans for exceeding expectations.

Additionally, the Senior Manager – Service Excellence will ensure alignment with organizational strategies, customer expectations, and industry best practices to drive future transformation.

PRINCIPAL ACCOUNTABILITIES

1. Service Performance & Quality Enhancement

• Monitor, analyse, and improve key performance indicators (FCR, NPS, Escalations, Complaints).
• Lead Root Cause Analysis (RCA) on critical service failures and complaints, implementing corrective and preventive measures.
• Identify Training Needs Analysis (TNA) to upskill teams and drive customer-centric conversations.
• Collaborate with operations, quality, and training teams to implement solutions that elevate service standards.
• Introduce industry best practices to enhance First Contact Resolution and reduce escalations.

2. Data-Driven Insights & Continuous Improvement

• Own and interpret service performance data to drive decision-making.
• Develop dashboards and reports for senior leadership, highlighting key insights and trends.

• Identify customer pain points through analytics and propose structured improvement plans.
• Benchmark performance against industry standards to keep service levels competitive.
• Track and improve Process Adherence and Compliance Scores.

3. Client Engagement & Strategic Presentations

• Present performance insights, gap analysis, and improvement plans to key clients and stakeholders.
• Create structured improvement roadmaps for business reviews and strategic meetings.
• Work closely with client teams to understand evolving service expectations and align internal strategies accordingly.
• Provide thought leadership and insights on enhancing Customer Experience (CX).

4. Collaboration with Operations & Cross-Functional Teams

• Partner with Senior Manager – Operations to ensure seamless execution of improvement plans.
• Work with training, workforce management, and business intelligence teams to drive performance enhancement initiatives.
• Align service excellence efforts with wider organizational strategies and transformation plans.
• Drive a culture of continuous improvement and proactive problem-solving within teams.

5. Strategic Future Planning

• Identify emerging trends in service quality, automation, and AI-driven customer support.
• Develop and propose long-term strategic initiatives to enhance service delivery.
• Drive initiatives for employee engagement, upskilling, and behavioral coaching to improve frontline performance.
• Support the design and execution of operational transformation projects.

KNOWLEDGE, SKILLS & COMPETENCIES REQUIRED

• Core Skills & Competencies
• Customer-Centric Approach – Ability to enhance the customer journey through strategic interventions.
• Data-Driven Decision Making – Proficiency in analyzing performance metrics to drive actionable insights.

• Problem-Solving & RCA Expertise – Strong capability to identify and address service gaps.
• Process Improvement & Compliance – Experience in reducing inefficiencies and ensuring adherence to service standards.
• Stakeholder Management & Client Engagement – Ability to influence senior leadership and present impactful strategies.
• Strategic Thinking & Business Acumen – Capability to align service excellence efforts with business growth.

Functional Skills & Competencies

• Advanced Proficiency in Excel, PowerPoint, and BI Tools (Power BI, Tableau)
• Strong Presentation & Communication Skills (for client-facing discussions)
• Experience in CX Analytics, Performance Management, and Quality Enhancement
• Familiarity with Contact Center Operations & Service Transformation

Leadership & Managerial Skills

• Ability to Lead Change – Driving transformation in service quality.
• Collaboration & Influence – Partnering with multiple teams for successful implementation.
• Coaching & Upskilling Teams – Supporting frontline teams in improving customer interactions.
• Accountability for Results – Ownership of key metrics and continuous improvement plans.

EDUCATION & EXPERIENCE REQUIRED

Education:

• Graduate in any discipline (Postgraduate preferred)
• Certifications in Six Sigma, Customer Experience Management, or Service Quality (Preferred)

Experience:

• 10+ years of experience in Customer Experience, Service Quality, or Contact Center Operations
• Proven track record in driving performance improvements and customer satisfaction

• Experience in client presentations, process optimization, and data-driven decision-making
• Exposure to multi-channel contact center environments and service excellence frameworks

ADDITIONAL REQUIREMENTS

• Open to travel between Mumbai & Pune 
• Strong ability to adapt to dynamic business needs and lead continuous improvement initiatives.