4585107-Assistant Manager

EXL; Gurugram District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

EXL is seeking an experienced Assistant Manager – Process Training to lead end-to-end training for the Travel domain, including new hire onboarding, assessments, certification, and ongoing capability development.

You will design domain-specific programs covering Travel systems, fare construction, refunds, GDS usage, and policy compliance, while analyzing metrics to drive improvements and reporting to stakeholders.

Qualifications

• Bachelor’s degree in any field.
• Diploma in Hospitality, Travel & Tourism, or related field; IATA certification preferred.
• 6–9 years of Travel operations experience.
• Familiarity with Learning Management Systems (LMS).
• Proven training delivery experience in travel, customer service, or BPO.
• Strong understanding of GDS systems (Sabre, Amadeus, Galileo).
• Excellent communication, presentation, and facilitation skills.
• Ability to engage adult learners and adapt training styles.

Responsibilities

• Lead end-to-end New Hire Training (NHT), including onboarding, content delivery, assessments, and certification.
• Design and drive domain-specific training programs focused on Travel systems, customer service skills, air bookings, fare construction, reissues, refunds, and GDS usage.
• Analyze business performance metrics (CSAT, AHT, Quality Scores, Escalation Trends) to identify training needs and performance gaps.
• Partner with Operations, Quality, Workforce, and HR to develop and implement impactful learning strategies.
• Own the Nesting/OJT phase, monitor trainee performance, and ensure a smooth transition to production with required documentation and reporting.
• Lead training needs analysis (TNA) and coordinate refresher, upskilling, and cross-training initiatives to drive capability building.
• Develop, review, and maintain training content, SOPs, process flows, and learner assessments aligned with business changes.
• Build capability within the training team, mentor junior trainers, and support Train-the-Trainer programs as needed.
• Prepare and present training effectiveness reports, dashboards, and stakeholder updates.
• Keep updated on travel industry trends, airline policies, fare rules, and regulatory changes and cascade them into the curriculum.
• Coach and mentor team members post-training to reinforce learning and ensure successful application on the job.

Skills

Training delivery

LMS familiarity

GDS knowledge

Stakeholder management

Adult learning

Communication skills

Facilitation skills

Time management

Education

Bachelor’s degree in any field

Diploma in Hospitality, Travel & Tourism

IATA certification (preferred)

Tools

Sabre

Amadeus

Galileo

LMS

Microsoft Office

Job description

Job Description:

We are seeking a high-performing and experienced Assistant Manager – Process Training to lead and execute training initiatives in the Travel domain. This role is critical in managing end-to-end training delivery for new hires, upskilling tenured employees, driving performance improvements, and ensuring process compliance across global travel operations.

Key Responsibilities:

• Lead and manage end-to-end New Hire Training (NHT), including onboarding, content delivery, assessments, and certification.
• Design and drive domain-specific training programs focused on Travel systems, customer service skills, air bookings, fare construction, reissues, refunds, GDS usage (Amadeus, Sabre, Galileo), and travel policy compliance.
• Analyze business performance metrics (CSAT, AHT, Quality Scores, Escalation Trends) to identify training needs and performance gaps.
• Partner with key stakeholders including Operations, Quality, Workforce, and HR to develop and implement impactful learning strategies.
• Own the Nesting/OJT phase, monitor trainee performance, and ensure a smooth transition to production with required documentation and reporting.
• Lead training needs analysis (TNA) and coordinate refresher, upskilling, and cross-training initiatives to drive capability building.
• Develop, review, and maintain training content, SOPs, process flows, and learner assessments aligned with business changes.
• Build capability within the training team, mentor junior trainers, and support Train-the-Trainer programs as needed.
• Prepare and present training effectiveness reports, dashboards, and stakeholder updates.
• Keep updated on travel industry trends, airline policies, fare rules, and regulatory changes and cascade them into the curriculum.
• Coach and mentor team members post-training to reinforce learning and ensure successful application on the job.

Required Skills/Qualification:

• Bachelor’s degree in any field
• Diploma in Hospitality, Travel & Tourism, or a related field (IATA certified professionals will be preferred)
• Minimum 6-9 years of Travel operations experience.
• Familiarity with Learning Management Systems (LMS)
• Proven experience in training delivery, preferably in a travel, customer service, or BPO environment.
• Strong understanding of GDS systems (e.g., Sabre, Amadeus, Galileo).
• Excellent communication, presentation, and facilitation skills.
• Ability to engage adult learners and adapt training styles to suit various learning needs.
• Proficient in Microsoft Office and e-learning platforms.
• Strong organizational and time-management skills.
• High attention to detail and ability to manage multiple training projects simultaneously.