Customer Service & Excellence Assistant Manager

About the role

The Customer Service & Excellence Assistant Manager supports business operations by handling client issues, coordinating resolutions, and ensuring service quality. This role acts as the primary point of contact for client inquiries, tracks incidents to closure, and collaborates with internal teams to meet expectations.

Key responsibilities

• Log, track and follow up all client‑raised items until closure.
• Communicate status updates to clients and internal stakeholders in a timely manner.
• Manage client relationships, escalations and periodic engagement frameworks.
• Provide regular activity reports to the Head of Department and participate in daily/weekly operational reviews.
• Ensure compliance with security policies, audit requirements and risk review timelines.
• Coordinate with governance, finance and project teams to resolve cross‑functional issues.
• Support the team in resolving high‑priority incidents that could impact finance, reputation or service levels.
• Identify opportunities for additional operational support and cross‑selling.
• Participate in internal training and suggest external courses for skill development.

Required profile

• Demonstrated experience in client issue management or customer service environments.
• Strong analytical ability to assess reported items and determine appropriate actions.
• Excellent communication skills for internal and external stakeholder interaction.
• Proactive attitude toward learning processes and improving turnaround times.

Required skills