4399836-Assistant Manager

EXL Talent Acquisition Team; Gurugram District; On-site; INR 700,000 - 900,000; Full time

Job summary

This role focuses on the effective management of Front & Mid office Travel operations for GBT. You will lead a team to ensure SLA compliance, robust documentation, and high-quality customer interactions while identifying opportunities for process improvements.

The ideal candidate has 4-6 years in travel operations, strong GDS knowledge, and proven leadership of 15–20-person teams, with excellent interpersonal and coaching skills and a strong results orientation.

Qualifications

• Graduate with 4-6 years of Travel operations experience.
• Sound GDS knowledge & expertise in fare rule interpretation.
• Proven skills in people leadership, having managed teams of at least 15-20.
• Excellent Interpersonal and Conflict management skills.
• Proficiency in Microsoft Excel is desired.
• High Results orientation under circumstances of shifting priorities.

Responsibilities

• Team management for the smooth function of the processes.
• Contact center management experience
• Ensure strong governance around Research / Documentation of mid office activities
• Customer Interaction and Relationship Management
• Identify process improvement opportunities and value adds initiatives
• Ensuring compliance with SLA and other internal guidelines of policies whilst ensuring effective team work at all times
• Ensure SLA deliverables are met as per agreed standards
• Attrition Management - Motivate team members and control attrition
• Escalation Management – managing customer escalations in quick turnaround time & ensuring plan to avoid future errors
• Provide coaching and feedback to team members to enable them to improve their performance ;Achieve highest productivity standards while ensuring control & quality focus
• This position demands an ability to build long sustaining professional relationship with stakeholders.

Skills

Team leadership

Customer relationship management

Coaching & feedback

Stakeholder management

Results orientation

Conflict management

Education

Graduate degree

Tools

GDS knowledge

Microsoft Excel

Job description

This role is primarily responsible for effective management of Front & Mid office Travel operations for GBT. The job would entail :

• Team management for the smooth function of the processes.
• Contact center management experience
• Ensure strong governance around Research / Documentation of mid office activities
• Customer Interaction and Relationship Management
• Identify process improvement opportunities and value adds initiatives
• Ensuring compliance with SLA and other internal guidelines of policies whilst ensuring effective team work at all times
• Ensure SLA deliverables are met as per agreed standards
• Attrition Management - Motivate team members and control attrition
• Escalation Management – managing customer escalations in quick turnaround time & ensuring plan to avoid future errors
• Provide coaching and feedback to team members to enable them to improve their performance ;Achieve highest productivity standards while ensuring control & quality focus
• This position demands an ability to build long sustaining professional relationship with stakeholders.

Required Skills/Qualification:

• Graduate with 4-6 years of Travel operations experience.
• Sound GDS knowledge & Expertise in Fare rule interpretation
• Sound understanding of Queue, Invoice management, Refunds & Debit Memo
• Proven skills in people leadership, having managed teams of at least 15-20
• Excellent Interpersonal and Conflict management skills.
• Strong coaching, mentoring and feedback delivery skills.
• Proficiency in Microsoft Excel is desired.
• High Results orientation under circumstances of shifting priorities