Operations Manager | Corporate Travel Account

WNS; Pasig; On-site; PHP 1,200,000 - 2,100,000; Full time

Job summary

WNS is seeking an experienced Operations Manager to lead a 15-20 member travel operations team onsite at Bridgetowne. The role requires 8+ years experience with 3-5 years in Travel domain, strong GDS skills, IATA knowledge, and ability to manage schedule adherence and performance metrics.

You will supervise team meetings, drive process improvements, interview candidates, and coordinate with client leadership. Onsite-only role with travel industry focus.

Qualifications

• Minimum 8+ years work experience with 3–5 years in Travel domain.
• Hands-on experience to manage SA/IC, business reviews and performance.
• Experience to identify auto ticket reject reasons.
• Knowledge of quality tools and methodologies.

Responsibilities

• Ensures that all employees understand and adhere to the company’s Rules and Regulations.
• Manages team meetings and participates in operations/client leadership meetings & conference calls.
• Recommends innovative suggestions on incentive programs to motivate floor staff.
• Monitors AMO’s using various resources and coaches in 1-on-1 improvement sessions or weekly reviews.
• Maintains floor coverage with 15-20 Service Associates while supervising and coaching.
• Communicates new requirements/updates to AMO’s and related information.
• Interviews applicants and selects qualified candidates for agent-level positions.
• Performs special projects & other duties as required.
• Assists the Group Manager and steps in during absence.

Skills

Travel domain expertise

Schedule adherence

Performance management

Ticketing/ticket rejection analysis

Quality methodologies

GDS proficiency

IATA/UFTAA Level-1

English communication

Corporate Travel background

Tools

Worldspan

Sabre

Galileo

Amadeus

Apollo

Job description

• Must be amenable to work 100% onsite at our WNS Bridgetowne Site
• The candidate should have a minimum work experience of 8+ years with at least 3 – 5 yrs in Travel domain
• Should have hands on experience to manage SA/IC (Schedule adherence), Business review Deck, Performance management
• Candidate should have experience to identify the Auto Ticket reject reason
• Should have hands on experience in usage of Quality methodologies and techniques.
• Preferably IATA/ UFTAA Level -1 certified
• GDS skill on one and more GDS (World span, Sabre, Galileo, Amadeus and Apollo)
• Good understanding about International Ticketing, Exchange, Refunds. Good understanding about IATA Rules and regulation, Like; Fare component, Manual fare calculation, Pricing unit, Global Indicator, Indirect Travel Limitation and other Travel Terminologies.
• Proficient in speaking in English Communication Skills
• Knowledgeable in Quality tools
• Preferably, from Corporate Travel background.

Job Description:

• Ensures that all employees have a complete understanding of and adhere to the company’s Rules and Regulations.
• Manages team meetings and participate in operations/client leadership meetings & conference calls.
• Recommends innovative suggestions on incentive programs to motivate floor staff
• Monitors AMO’s using variety of resources after which coaching in one-on-one improvement sessions or weekly/business review.
• Keeping floor coverage at its optimum level while handling 15-20 Service Associates, patrol the entire operation floor, maintaining order and ensuring that company policies are observed. Producing tools for possible use in helping coach and develop the best Service Representatives
• Communicates to the AMO’s any new requirements, changes, updates on all support related information as well as company information
• Interview applicants and select qualified candidates by assessing communication skills and job-related competencies for agent-level positions
• Performing special projects & other duties as required
• Assists the Group Manager in performing his duties and responsibilities and takes over in the event of his absence