Team Leader (Corporate Travel Account)

WNS; Pasig; On-site; PHP 400,000 - 600,000; Full time

Job summary

WNS seeks a Travel Operations professional to work onsite in Pasig, with strong GDS skills (Worldspan, Sabre, Galileo, Amadeus, Apollo) and IATA/UFTAA Level-1 certification. Excellent spoken English and MS Office expertise are essential.

Responsibilities include leading client reviews, driving KPIs across Voice/Chat/Email, and implementing process improvements using SOPs and RCA methodologies to deliver high-quality travel operations performance.

Qualifications

• Excellent spoken English communication is essential.
• Proficient with MS Office, especially Excel and PowerPoint.
• Experience with multiple GDS platforms and fare pricing.
• Strong knowledge of IATA rules, fare components, and pricing units.

Responsibilities

• Lead client reviews and present performance insights and improvement plans.
• Drive KPIs such as AHT, Agent Error, ASA, Quality Scores across channels.
• Structure teams using DP, SOPs, and process flows; ensure process compliance.
• Perform RCA using quality tools to identify root causes and implement actions.
• Collaborate with cross-functional teams and stakeholders to improve operations.

Skills

English proficiency

Data analysis

Cross-functional collaboration

Education

IATA/UFTAA Level-1

Tools

Worldspan

Sabre

Galileo

Amadeus

Apollo

PowerPoint

Excel

Job description

• Must be amenable to work 100% onsite in WNS Eastwood Site.
• Proficient in multiple GDS platforms including Worldspan, Sabre, Galileo, Amadeus, and Apollo
• Preferred certification in IATA/UFTAA Level – 1
• Excellent communication skills, particularly in spoken English
• Proficient in Microsoft Office applications, especially PowerPoint and Excel
• Strong understanding of IATA rules and regulations, including fare components, manual fare calculation, pricing units, global indicators, and indirect travel limitations.
• Proficient in operations management with the ability to drive performance and meet client KPIs such as AHT, Agent Error, ASA, Quality Scores across Voice, Chat, Email, and Ticketing Reject Queues
• Ability to lead business reviews with clients, presenting key performance insights and improvement strategies
• Expertise in structuring teams using Departmental Procedures (DP), Standard Operating Procedures (SOP), and process flows
• Skilled in quality tools, conducting Root Cause Analysis (RCA) for recurring issues, and implementing effective action plans
• Strong data analysis skills in Excel, capable of identifying root causes and driving corrective actions based on insights
• Experience in travel operations, particularly in fare pricing, quality management, and process optimization
• Strong analytical and problem-solving skills with a data-driven approach
• Ability to collaborate with cross-functional teams and effectively communicate with stakeholders
• Proven ability to drive performance and process improvements in a fast-paced environment