Assistant Manager - Operations (Airline Account)

WNS; Pasig; On-site; PHP 550,000 - 850,000; Full time

Job summary

WNS in Pasig, Philippines, is seeking a seasoned client support supervisor to manage a 20+ agent team onsite at the Bridgetowne site. You will oversee case handling, monitor performance, and ensure adherence to service and regulatory standards.

Strong written and spoken English, training abilities, and leadership are essential. The role requires at least five years in customer support and a proven ability to train and motivate staff, with flexibility to work weekends/public holidays.

Qualifications

• Must have at least five years in customer support or related field.
• Experience supervising 20+ agents.
• Excellent command of both spoken and written English.
• Ability to train and motivate staff.
• Willing to work weekends/public holidays.

Responsibilities

• Supervise the handling and resolution of cases.
• Monitor performance and efficiency to meet service and quality standards.
• Collaborate with legal/insurance teams to ensure regulatory compliance.
• Develop handling procedures for global regulatory requirements.
• Review payment requests for customer service recovery.
• Conduct risk analysis of internal operational changes.
• Lead, support, and encourage the team to achieve success.

Skills

People management

English communication

Training & motivation

Team leadership

Problem solving

Negotiation

Written communication

MS Office

Onsite work readiness

Education

College degree

IATA certification

Diploma in International Airlines & Travel Management

Job description

• Must be okay working 100% onsite at WNS Bridgetowne Site
• Preferably College Graduate
• Must have an experience managing at least 20+ agents
• IATA certified or Diploma in International Airlines and Travel Management is an advantage
• Minimum of five (5) years in Customer Support or Customer Contact - related field.
• Ability to manage, train, and motivate staff
• The ability to write professional business correspondence is essential
• Excellent command of both spoken and written English
• Good Negotiation and influencing skills
• Mature, with strong analytical and problem-solving skills
• Excellent interpersonal skills with positive thinking and customer orientation
• Able to work under pressure and meet tight deadlines
• Good team player with an ability to work independently
• Good phone skills are an advantage
• Proficient in MS Office
• Willing to work at weekends/public holidays on a regular basis

Job Description:

• 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 and when needed, in a timely, thorough, and professional manner.
• Work closely with legal/insurance teams and regulatory bodies to ensure case handling processes and policies are compliant with regulatory standards.
• Assist in developing corresponding handling procedures to ensure full compliance with all global regulatory requirements
• Review and approve payment requests for customer service recovery to ensure the requests are justified and offered in line with the handling guidelines
• Conduct risk and impact analysis of the company’s internal operational changes that would affect operations and customer experience
• Support with and formulate corresponding lines to take and handling guides as required to ensure consistent handling
• Manage group common email accounts to ensure prompt response to internal departments, Outports, regulatory bodies, etc.
• Prepare proration report and bordereau reports on claims as per schedule
• Represent in projects and working groups driven by different business area and working groups
• Support review of processes and procedures for improving operational effectiveness and customer satisfaction
• Manage the office during weekends/public holidays on a rostered basis, as and when needed
• Lead, support, and encourage the team to achieve success