Group Manager - Operations (Sr. Operations Manager) Iloilo City

WNS Global Services, Inc.; Iloilo City; On-site; PHP 900,000 - 1,600,000; Full time

Job summary

WNS Global Services, Inc. is seeking an Operations Manager to oversee daily travel operations, customer service delivery, and process optimization.

You will lead workforce management, performance reviews, and SLA compliance to ensure high-quality travel fulfillment and customer satisfaction. The role requires strong analytical skills, experience with GDS platforms, and a track record of driving process improvements in travel, aviation, or BPO settings.

Qualifications

• Bachelor's degree required for relevant field.
• 5–10+ years of experience in operations management, preferably in travel, aviation, OTA, BPO or customer service.
• Strong knowledge of GDS platforms such as Amadeus, Sabre or Galileo.

Responsibilities

• Oversee daily travel operations, customer service delivery, and process optimization.
• Lead workforce management, performance management, and KPI tracking.
• Ensure SLA adherence, quality standards, and high CSAT in travel fulfillment.
• Drive continuous improvement initiatives to enhance efficiency and customer experience.
• Lead, coach, and develop Team Leaders, Supervisors, and CSRs; manage performance reviews.

Skills

Leadership

People Management

Operational Excellence

Stakeholder Management

Problem Solving

Data Analysis

Change Management

Communication Skills

Education

Bachelor's degree in Business Administration, Travel & Tourism, Operations Management, or related field

Tools

Amadeus

Sabre

Galileo

Job description

Job Description

• Operations Manager is responsible for overseeing daily travel operations, customer service delivery, process optimization, workforce management, and performance management. The role ensures operational excellence, SLA adherence, customer satisfaction, productivity, and continuous process improvement while supporting travel and flight-booking business. Manage day-to-day operations across customer support, ticketing, post-sales, ancillary services, and travel fulfillment functions. Ensure compliance with service level agreements (SLAs), quality standards, and operational KPIs. Monitor workflow volumes and allocate resources effectively to meet business demands. Drive continuous improvement initiatives to enhance efficiency and customer experience. Team Leadership Lead, coach, and develop Team Leaders, Supervisors, and Customer Service Representatives. Conduct performance reviews, coaching sessions, and succession planning. Foster a culture of accountability, collaboration, and high performance. Manage workforce planning, scheduling, attendance, and productivity metrics. Customer Experience Ensure exceptional customer service delivery and resolution of escalated cases. Monitor customer satisfaction and implement corrective actions. Collaborate with quality and training teams to improve service standards. Process Improvement & Automation Identify operational gaps and implement process enhancements. Partner with IT, Product, and Project teams to support automation initiatives and system improvements. Participate in UAT testing and operational readiness for new tools and processes. Performance & Reporting Analyze operational data and prepare management reports. Track KPIs such as: Productivity Quality Scores CSATSLA Achievement First Contact Resolution (FCR)AHT (Average Handling Time)Employee Engagement Present operational insights and improvement recommendations to senior leadership. Stakeholder Management Collaborate with internal departments including Customer Service, Quality, Training, Workforce Management, Product, and Technology. Act as a key point of contact for operational escalations and business initiatives.

Qualifications:

• Bachelor's degree in Business Administration, Travel & Tourism, Operations Management, or related field. 5-10+ years of experience in operations management, preferably within travel, aviation, OTA, BPO, or customer service environments. Strong knowledge of GDS platforms such as Amadeus, Sabre, or Galileo. Experience managing large teams and multi-functional operations. Strong analytical and reporting skills. Key Competencies Leadership and People ManagementOperational Excellence Process Improvement Stakeholder Management Customer-Centric Mindset Problem Solving and Decision Making Performance Management Data Analysis and Reporting Change Management Communication and Presentation Skills Success Metrics SLA Compliance Customer Satisfaction (CSAT)Quality Scores Productivity Targets Cost Optimization Employee Retention and Engagement Continuous Improvement Project Outcomes