Operations Group Manager: Travel & CX Excellence

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

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.