Senior Travel Training Leader — Global Ops & GDS Mastery

EXL Talent Acquisition Team; Pasay; Sur place; PHP 1 800 000 - 2 600 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Facilitation

Presentation

Communication

Stakeholder management

Analytical mindset

MS Office

LMS platforms

Reporting systems

Independent work

Outils

Amadeus

Sabre

Galileo

Description du poste

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.