Senior Training Manager

ExlService Holdings, Inc.; New York (NY); On-site; USD 120,000 - 150,000; Full time

Job summary

ExlService Holdings, Inc. is seeking a Sr Training Manager – Travel Business to lead and manage a global team of trainers, delivering end-to-end training for new hires, upskilling tenured employees, and driving performance improvements across air bookings, fare construction, reissues, refunds, and policy compliance.

You will oversee content governance, KPI dashboards, and collaboration with Operations, Quality, and HR to ensure training aligns with business goals and market trends.

Qualifications

• 9–12 years in Process Training, with 2+ years in supervisory/managerial role in Travel.
• Proven expertise with GDS (Amadeus, Sabre, Galileo) and end-to-end travel processes.
• Experience in global travel ops (B2C/B2B) in contact center or shared services.
• Strong facilitation, presentation and communication skills.
• Excellent stakeholder management and cross-functional collaboration.
• Analytical mindset to interpret data and drive improvements.
• Proficiency in MS Office, LMS, and reporting systems.

Responsibilities

• Lead end-to-end New Hire Training (NHT) including onboarding, facilitation, assessments and certification.
• Drive training programs on air bookings, fare rules, reissues, refunds, and policy compliance.
• Ensure effective use of GDS systems (Amadeus, Sabre, Galileo).
• Own Nesting/OJT phase, monitor trainee performance, and ensure production readiness with reports.
• Conduct Training Needs Analysis from performance trends and QA feedback.
• Coordinate refresher, upskilling, and cross-training to strengthen agent capability.
• Develop, review and maintain training material including SOPs and process flows.
• Lead, coach and mentor a team of Process Trainers and SMEs; Train-the-Trainer programs.
• Partner with Operations, Quality, Workforce, and HR; present dashboards and insights to stakeholders.
• Stay current with travel industry trends and regulatory changes; disseminate updates to training team.

Skills

GDS Systems

Training Delivery

Stakeholder Mgmt

Tools

MS Office

LMS platforms

Reporting systems

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.