Assistant Manager - Operations (Airline Account)

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

Qualifications:

• 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
• Effective time management skills
• 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