Assistant Manager - Process Training (GDS/Travel/Airline Ticketing)

WNS Holdings; Visakhapatnam; On-site; INR 600,000 - 900,000; Full time

Job summary

WNS Holdings in Visakhapatnam seeks a Training Lead to onboard new hires, manage coaching, and maintain training quality. You will drive end-to-end training programs, monitor throughput and certifications, and coordinate with clients and internal teams.

The role requires strong communication, MS Office proficiency, and travel readiness for client-specific sessions and deployments.

Qualifications

• Excellent written and verbal communications in English required.
• Willing to work in 24×7 environment, 6 days a week.
• Willing to work on non-weekend offs.
• Proficiency in MS Office required.
• Travel ready for assignments and travel when needed.

Responsibilities

• Train new hire batches on pre-process and process topics including domain, communications, soft skills and travel induction.
• Identify EWS (Early Warning Signals) and provide feedback to create a coaching environment.
• Handle end-to-end training deliverables including throughput and certification.
• Prepare and share detailed daily new hire training reviews with stakeholders.
• Create and update training content based on Training Need Identification (TNI).
• Ensure timely monthly knowledge refreshers and knowledge management for floor agents.
• Coordinate with peers, stakeholders and clients for effective communication.
• Conduct interventions during process training and nesting.
• Develop intervention plans based on TNI results including coaching and classroom sessions.

Skills

Excellent written and verbal comms

Bilingual in English

MS Office proficiency

Travel ready

Job description

Role

• Training: Training new hire batches on pre-process & Process which includes domain, communications, soft skills and travel induction
• People Management: Should be able to identify EWS (Early Warning Signals), provide feedback, create coaching environment

Key Accountability

• Hiring: Hiring candidates as per client and process requirement on all communication parameters
• Training Performance: End to end responsibility of training deliverables like throughput, certification, early production performance, etc. Conduct interventions during process training and nesting.
• Detailed daily New Hire training review
• Reporting: Ensure all training reports including internal stakeholder and clients should be shared on time accurately
• Content Creation: Should be able to conduct TNI (Training Need Identification) and make changes in pre-process training plan accordingly
• Knowledge Management: Ensure floor agents go through timely monthly check, floor refreshers, etc.
• Stakeholder Management: Should be able to manage internal communication with peers, stakeholders and clients
• Coordination: Conduct interventions during process training and nesting
• TNI Refreshers: Identify agent strengths to identify areas of improvement and provide concrete work plan for improvement. Create intervention plan basis TNI including SBS, one on one coaching, briefing, classroom sessions, on floor activities

Qualifications

Special Role Requirement

• Excellent written and verbal communications. Bilingual in English
• Should be willing to work in 24*7 environment, (6 days)
• Should be willing to work in non-weekend offs
• Proficiency in MS office
• Travel ready

Work Experience

• Travel Experience: +3 Years
• Training Experience: Should have sound understanding of the training function and should have spent +2years in training department
• Corporate travel experience GDS - AMADEUS or Sabre knowlege any 1 is a must Certification/ Domain Certification (If Applicable): GDS Certifications will be an added advantage.