Airline Account Operations Lead

Hammerjack Pty Ltd; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

Hammerjack Pty Ltd is seeking a seasoned Customer Support Supervisor to oversee the handling and resolution of cases, monitoring performance to meet service and quality standards. The role requires coordinating with legal and regulatory teams to ensure compliant processes and timely escalations.

The successful candidate will lead a team of agents, drive improvements in operational effectiveness, and manage weekend rosters while maintaining excellent customer experience and communication.

Qualifications

• Must be okay working 100% onsite at WNS Bridgetowne Site.
• Minimum of five (5) years in Customer Support or Customer Contact related field.
• Experience managing at least 20+ agents.
• Excellent command of both spoken and written English.

Responsibilities

• Supervise the handling and resolution of cases. Monitor performance and efficiency to ensure service and quality standards are met.
• Restore customer confidence through direct handling of customer feedback and case escalations, as needed.
• Work closely with legal/insurance teams and regulatory bodies to ensure processes are compliant with regulatory standards.
• Assist in developing handling procedures to ensure full regulatory compliance.
• Review and approve payment requests for customer service recovery to ensure fairness and alignment with guidelines.
• Conduct risk and impact analysis of internal operational changes affecting operations and customer experience.
• Support with and formulate handling guides to ensure consistent processes.
• Manage group common email accounts for prompt responses to internal departments and external bodies.
• Prepare prorations and bordereau reports on claims as scheduled.
• Represent the company in projects and working groups driven by different business areas.
• Support review of processes for improving operational effectiveness and customer satisfaction.
• Manage the office during weekends/public holidays on a rostered basis.
• Lead, support, and encourage the team to achieve success.

Skills

People management

Team leadership

Communication

Interpersonal skills

Time management

Analytical skills

Work under pressure

Negotiation

Education

College graduate

IATA certification or Diploma in International Airlines and Travel Management

Tools

MS Office

Job description

Hammerjack Pty Ltd is seeking a seasoned Customer Support Supervisor to oversee the handling and resolution of cases, monitoring performance to meet service and quality standards. The role requires coordinating with legal and regulatory teams to ensure compliant processes and timely escalations.

The successful candidate will lead a team of agents, drive improvements in operational effectiveness, and manage weekend rosters while maintaining excellent customer experience and communication.