Group Manager - Operations

SmartRecruiters, Inc.; Bengaluru; On-site; INR 1,200,000 - 1,600,000; Full time

Job summary

WNS, part of Capgemini, is seeking an experienced Training Lead to drive learning programs across travel domain areas. You will lead, train, and evaluate new hires, manage LMS content, and collaborate with operations to identify training needs. Strong coaching, communication, and planning skills are essential.

With 12+ years in travel, you will design content, implement KPIs, and report outcomes to leadership. This role requires on-site work in Bengaluru and close client interaction.

Qualifications

• Sound knowledge of travel domain – Reservation and Ticketing.
• Total travel experience of 12+ years with Guest Relations and Ticketing.
• Classroom training experience with coaching and feedback of 6+ years in reservation and ticketing.
• Used modern training methodologies to train batches.
• New hire training experience with coaching and feedback opportunities.
• Ability to conduct TNA/TNI and develop training plans and content.

Responsibilities

• Lead, train, evaluate new hires in the system.
• Plan and manage internal reinforcement trainings and monthly feedback.
• Collaborate with Quality and Operations for TNA/TNI to identify needs.
• Interact with client on a weekly basis.
• Manage LMS content and create training SOPs.
• Identify gaps and fix via process changes and refreshers.
• Optimize training processes for efficiency and effectiveness.
• Plan and implement programs preparing employees for next levels.
• Implement training KPIs and publish leadership reports.
• Storyboard and prepare learning materials for programs.
• Coach trainees on performance in class and on the shop floor.
• Create and update training content for new hires and staff.
• Maintain class records and publish dashboards to leadership.

Skills

Travel domain knowledge

Training delivery

Communication skills

People management

Multi-project planning

Education

Graduation completed

Tools

MS Office

PowerPoint

Excel

Word

Job 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

1. Lead, train, evaluate new hires in the system
2. Plan and manage internal reinforcement and refresher trainings and feedback sessions on monthly basis
3. Work collaboratively and conduct TNA/TNI with the Quality and Operations team to identify training needs
4. Interact with client on weekly basis
5. Manage content on the Learning Management System and create training SOPs
6. Identify process gaps and fix them through process changes, refresher trainings, etc.
7. Optimize training processes for efficiency and analyze training effectiveness
8. Plan and implement training programs that will prepare employees for the next level in the domain
9. Implement training KPIs, prepare and present reports on the same
10. Storyboard and prepare learning materials for programs
11. Coach and provide feedback to trainees on their performance in class and on shop floor
12. Create new training content and update existing content to support new hires and existing staff on the floor
13. Class records to be maintained and reports/dashboards to be published to leadership on regular basis
14. Research new training methods and implement them

Qualifications

1. Sound knowledge of travel domain – Reservation and Ticketing, Customer Relations; someone who has full exposure to the airline and travel agency world
2. Overall travel experience of more than 12 years with experience in different domains like Guest Relations, Ticketing
3. Classroom training experience with coaching and feedback of more than 6 years in reservation and ticketing
4. Should have used new age training methodologies to train batches and be aware of various training approaches
5. Should have new hire training experience with adequate coaching and feedback opportunities
6. Ability to conduct TNA/TNI and draw up relevant training plan and training content
7. Good people management and organizational skills
8. Good knowledge of MS Office – PowerPoint, Excel and Word
9. Excellent communication skills
10. Should be able to work on multiple projects at the same time and plan and prioritize tasks
11. Should be able to work in shifts if required by the Operating teams or Clients
12. Should have completed graduation or a similar degree