Assistant Manager - Operations (Travel)

WNS Global Services Pvt Ltd; Gurugram District; On-site; INR 800,000 - 1,100,000; Full time

Job summary

WNS Global Services Pvt Ltd is seeking an Assistant Manager - Operations for our travel operations team in Gurugram. You will lead a team, coach members, handle customer service escalations, and ensure performance goals are met through data-driven action plans.

You will conduct regular client check-ins, facilitate learning sessions to improve processes, and manage daily administrative tasks while working from office on rotational shifts.

Qualifications

• College degree required.
• Minimum 2 years of work experience.
• Experience in travel industry preferred.

Responsibilities

• Manage team performance and deliverables.
• Provide coaching and constructive feedback to team members.
• Handle customer service escalations when needed.
• Conduct team huddles, coaching sessions, goal setting, and one-on-ones.
• Address escalated requests and research solutions to ensure customer satisfaction.
• Review performance data and create action plans to meet goals.
• Hold regular client check-ins to update on trends and changes.
• Facilitate learning sessions to enhance associate skills.
• Perform admin tasks such as daily capacity reports and dashboards.

Skills

Travel Experience

Education

College Degree

Job description

Assistant Manager - Operations - Travel Company Description WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence – WNS’ core differentiator – with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption. Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Job Description

• Manage team performance
• Provide effective coaching and constructive feedback to subordinates
• Take customer service and escalation when needed
• Holds team huddle/coaching session/goal-setting/one on one as needed/required
• Handles escalated requests and researches answers posted by associates to ensure customer satisfaction
• Reviews and analyzes performance data, creates action plans and monitors execution to ensure goals are met
• Holds regular check-in meetings with the client to keep them informed of the trends, changes and development within the team
• Facilitates learning sessions to enhance associate technical and communication skills
• Performs administrative tasks such as sending daily capacity reports, daily/weekly performance dashboards and other ad hoc tasks

Qualifications

• College Degree
• At least 2 years work experience
• Travel Experience

Additional Information

• Rotational shifts and week offs
• Work from Office
• Experience Level Mid Level