Assistant Manager - Operations

Company Description

WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS Costa Rica - Launched in 2009, the WNS Costa Rica delivery center is fully functional and scalable, We are spread across more than nine countries across North America, South America, and Europe serving various industries like Retail and Consumer Packaged Goods, and Insurance with Strong socio-political factors such as political and economic stability, highest literacy rate in the region and a sizeable young and educated population having a strong multi-lingual population with English, French, Portuguese, Spanish, etc.Why Join Us?At WNS, our mission is to enable clients to outperform with our passion for service and innovation. At the heart of each client engagement is our pursuit to understand our client’s business, and create impactful solutions that can drive agility and excellence into their business processes. Our promise of outperformance stems from our deep domain expertise, partnership approach and a global delivery network.Our mission as an organization is guided by our CIRCLE of values: Client First, Integrity, Respect, Collaboration, Learning, Excellence.We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core.

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 Knowledge/Qualifications/ Competency: Proficient in multiple GDS platforms including Worldspan, Sabre, Galileo, Amadeus, and Apollo. Preferred - Amadeus
• Demonstrates extensive knowledge of international ticketing, exchanges, and refunds. Possesses a thorough understanding of IATA rules and regulations, covering fare components, manual fare calculation, pricing units, global indicators, indirect travel limitations, and other travel terminologies.
• Skilled in structuring teams with documents such as DP (Departmental Procedure), SOP (Standard Operating Procedure), and process flows.
• Proficient in quality tools, capable of conducting root cause analysis (RCA) for ongoing issues and developing corresponding action plans.
• Preferred certification in IATA/UFTAA Level-1.
• Excellent communication skills, particularly in spoken English.
• Proficient in Microsoft Office applications, especially PowerPoint and Excel

Qualifications

• 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.
• Experience to handle Corporate travel account.