Senior Training Manager

EXL Talent Acquisition Team; Pasay; On-site; PHP 1,800,000 - 2,600,000; Full time

Job summary

EXL is seeking a Sr Training Manager - Travel Business to lead a team of trainers and drive end-to-end training delivery for new hires and upskilling across global travel operations.

You will oversee onboarding, domain training, and assessments, ensuring policy compliance and GDS proficiency. The role requires strong facilitation, analytics, and stakeholder collaboration to elevate performance and training quality.

Qualifications

• 9–12 years of experience in Process Training, with at least 2 years in a supervisory or managerial role in Travel.
• Proven expertise in GDS systems (Amadeus, Sabre, Galileo) and understanding of end-to-end travel processes.
• Experience in global travel operations (B2C/B2B), preferably within contact center or shared services environments.
• Strong facilitation, presentation, and communication skills.
• Excellent stakeholder management and ability to collaborate cross-functionally.
• Analytical mindset with ability to interpret data, identify trends, and drive improvements.
• Proficient in MS Office tools, LMS platforms, and reporting systems.
• Ability to work independently, manage multiple priorities, and adapt in a fast-paced environment.

Responsibilities

• Lead and manage end-to-end New Hire Training (NHT) including onboarding, facilitation, assessments, and certification.
• Drive domain-specific training programs focused on air bookings, fare construction, reissues, refunds, and travel policy compliance.
• Ensure accurate and effective use of GDS systems (Amadeus, Sabre, Galileo).
• Own the Nesting/OJT phase, monitor trainee performance, and ensure smooth transition to production with complete documentation and reporting.
• Conduct Training Needs Analysis (TNA) based on performance trends, QA feedback, and business metrics.
• Analyze CSAT, AHT, Quality Scores, and Escalation Trends to identify performance gaps and recommend corrective interventions.
• Coordinate refresher, upskilling, and cross-training programs to strengthen agent capability.
• Develop, review, and maintain training material including SOPs, process flows, and assessments aligned with evolving business requirements.
• Ensure standardization and continuous improvement of training content across global markets.
• Lead, coach, and mentor a team of Process Trainers and SMEs.
• Conduct Train-the-Trainer programs and foster a culture of learning and excellence.
• Promote continuous skill development within the training team to ensure readiness for new products and processes.
• Partner with Operations, Quality, Workforce, and HR teams to align training interventions with business needs.
• Participate in calibration calls and business reviews to ensure trainers stay aligned with market and client trends.
• Prepare and present training dashboards, reports, and performance insights to key stakeholders.
• Stay current with travel industry trends, airline policies, fare rules, and regulatory changes.
• Ensure timely dissemination of updates to the training team and incorporate them into learning modules.

Skills

Facilitation

Presentation

Communication

Stakeholder management

Analytical mindset

MS Office

LMS platforms

Reporting systems

Independent work

Tools

Amadeus

Sabre

Galileo

Job description

We are seeking a high-performing and experienced Sr Training Manager - Travel Business to lead and manage team of trainers in executing training initiatives in the Travel domain. This role is critical in managing end-to-end training delivery for new hires, upskilling tenured employees, driving performance improvements, and ensuring process compliance across global travel operations.

Responsibilities

Key Responsibilities:

1. Training Delivery & Execution

• Lead and manage end-to-end New Hire Training (NHT) including onboarding, facilitation, assessments, and certification.
• Drive domain-specific training programs focused on air bookings, fare construction, reissues, refunds, and travel policy compliance.
• Ensure accurate and effective use of GDS systems (Amadeus, Sabre, Galileo).
• Own the Nesting/OJT phase, monitor trainee performance, and ensure smooth transition to production with complete documentation and reporting.

2. Training Needs & Performance Analysis

• Conduct Training Needs Analysis (TNA) based on performance trends, QA feedback, and business metrics.
• Analyze CSAT, AHT, Quality Scores, and Escalation Trends to identify performance gaps and recommend corrective interventions.
• Coordinate refresher, upskilling, and cross-training programs to strengthen agent capability.

3. Content Development & Governance

• Develop, review, and maintain training material including SOPs, process flows, and assessments aligned with evolving business requirements.
• Ensure standardization and continuous improvement of training content across global markets.

4. Team Management & Development

• Lead, coach, and mentor a team of Process Trainers and SMEs.
• Conduct Train-the-Trainer programs and foster a culture of learning and excellence.
• Promote continuous skill development within the training team to ensure readiness for new products and processes.

5. Stakeholder Collaboration & Reporting

• Partner with Operations, Quality, Workforce, and HR teams to align training interventions with business needs.
• Participate in calibration calls and business reviews to ensure trainers stay aligned with market and client trends.
• Prepare and present training dashboards, reports, and performance insights to key stakeholders.

6. Industry Awareness & Alignment

• Stay current with travel industry trends, airline policies, fare rules, and regulatory changes.
• Ensure timely dissemination of updates to the training team and incorporate them into learning modules.

Qualifications

• 9-12 years of experience in Process Training, with at least 2 years in a supervisory or managerial role within the Travel industry.
• Proven expertise in GDS systems (Amadeus, Sabre, Galileo) and strong understanding of end-to-end travel processes.
• Experience in global travel operations (B2C/B2B) - preferably within contact center or shared services environments.
• Strong facilitation, presentation, and communication skills.
• Excellent stakeholder management and ability to collaborate cross-functionally.
• Analytical mindset with the ability to interpret data, identify trends, and drive actionable improvements.
• Proficient in MS Office tools, LMS platforms, and reporting systems.
• Ability to work independently, manage multiple priorities, and adapt in a fast-paced, evolving environment.

About Us

EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world's leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visit www.exlservice.com .

EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL's Human Resources team, as well as our hiring managers.