Assistant Manager Operations|Travel Experience Mandate

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

Job summary

Atain is seeking an experienced Assistant Manager Operations for Airlines/Travel to lead a 15-20 member team in an international operational setup in Gurgaon. The role focuses on driving productivity, quality, CSAT, and adherence to targets while improving processes and managing escalations.

You will mentor staff, analyze metrics, coordinate training, and collaborate with stakeholders to deliver superior service and operational excellence in a 24x7 environment.

Qualifications

• Graduate in any discipline.
• Prior experience in Airlines/Travel domain.
• Proven experience in team handling and people management.
• Strong understanding of operational metrics such as productivity, quality, CSAT, AHT.

Responsibilities

• Lead and manage a team of 15-20 associates in airline operations.
• Drive performance against key metrics including productivity, quality, CSAT, attendance, shrinkage and attrition.
• Conduct regular performance reviews and coaching sessions.
• Identify training needs and collaborate with stakeholders to address gaps.
• Monitor and improve operational processes for efficiency and service quality.
• Provide floor support and manage customer escalations promptly.
• Ensure achievement of business targets and IC goals.
• Track AHT and other indicators across tenure buckets.
• Prepare MIS reports using MS Excel and other tools.
• Ensure compliance with guidelines, quality standards, and policies.
• Collaborate with internal teams to drive continuous improvement.

Skills

Team management

English fluency

Analytical thinking

Problem solving

KPI tracking

Education

Graduate degree

Tools

MS Excel

Job description

Assistant Manager Operations - Airlines ProcessLocationGurgaonShift TimingsRotational Shifts (24x7 Operations) | 5 Days WorkingAbout AtainAtain is a leading IT and BPM services provider specializing in the Travel, Transportation, and Hospitality industry. The organization offers integrated solutions across Application Development & Maintenance, Mobility, Testing, Analytics, Contact Center Services, Back Office Operations, and Consulting Services. With a team of over 10,000 travel industry professionals across 15 global delivery centers, Atain is committed to driving innovation, operational excellence, customer satisfaction, and business value for its clients worldwide.Atain is an Equal Opportunity Employer committed to creating a diverse and inclusive workplace where all employees are treated with fairness and respect.

Position SummaryWe are seeking an experienced Assistant Manager Operations with a strong background in the Airlines/Travel domain to lead and manage a high-performing team in a fast-paced international operations environment. The incumbent will be responsible for driving operational excellence, team performance, customer satisfaction, and process improvements while ensuring adherence to key business metrics.

• Lead, mentor, and manage a team of 15-20 associates in an airline operations environment.
• Drive team performance against key operational metrics including productivity, quality, customer satisfaction (CSAT), attendance, shrinkage, and attrition.
• Conduct regular performance reviews, feedback sessions, and coaching interventions to enhance team effectiveness.
• Identify training requirements and collaborate with stakeholders to address skill gaps and improve team capability.
• Monitor, analyze, and improve operational processes to enhance efficiency and service delivery.
• Provide floor support and manage customer escalations in a professional and timely manner.
• Ensure achievement of business targets and individual contributor (IC) goals.
• Track and manage Average Handling Time (AHT) and other performance indicators across different tenure buckets.
• Prepare and maintain MIS reports using MS Excel and other reporting tools.
• Ensure compliance with process guidelines, quality standards, and organizational policies.
• Collaborate with internal teams and stakeholders to drive continuous improvement initiatives.

Desired Candidate ProfileEssential Requirements

• Graduate in any discipline.
• Prior experience in the Airlines, Travel, Aviation, or International BPO Operations domain.
• Proven experience in team handling and people management.
• Strong understanding of operational metrics such as Productivity, Quality, AHT, Shrinkage, Attrition, and CSAT.
• Excellent verbal and written communication skills in English.
• Strong analytical, problem-solving, and decision-making abilities.
• Proficiency in MS Excel and reporting methodologies.
• Flexibility to work in a 24x7 operational environment.

Preferred Skills

• Experience managing airline reservation, ticketing, customer service, or travel support operations.
• Strong stakeholder management and escalation handling capabilities.
• Ability to drive process improvement and operational excellence initiatives.
• Exposure to workforce management and performance management practices.

What We Offer

• Opportunity to work with a leading global Travel & Hospitality services organization.
• Dynamic and collaborative work environment.
• Career growth and leadership development opportunities.
• Exposure to international airline and travel operations.