(High Salary) Senior Operations Manager

3 weeks ago

Gurugram Gurugram India IGT Solutions Full time

Job Description Job description Position: Senior Manager Operations- Airlines Claims Location: Gurgaon About IGT Solutions IGT Solutions Pvt. Ltd. is a leading IT and BPM services provider, delivering innovation and business excellence across the Travel, Transportation, and Hospitality industries. With over 10,000+ travel industry professionals and 15 global delivery centers, IGT offers a comprehensive suite of services including Application Development, Contact Center Services, Analytics, Testing, and Digital Transformation Solutions. We proudly serve top-tier clients globally including leading airlines, OTAs, cruise liners, railways, and hotel chains. IGT is deeply committed to fostering a diverse, inclusive, and harassment-free workplace that values integrity, collaboration, and continuous growth. Roles and Responsibilities - Lead and manage a large operations team (200+ members) within the Airlines domain for international voice/non-voice processes. - Drive operational excellence by monitoring performance metrics such as productivity, quality, shrinkage, attrition, and AHT. - Oversee and manage airline claims operations, ensuring accuracy, compliance, and timely resolution of customer claims and reimbursements. - Ensure timely and effective resolution of escalations and maintain high levels of customer satisfaction (CSAT). - Conduct performance reviews, coaching sessions, and training needs identification (TNI) to support employee development and process improvement. - Analyze trends and provide actionable insights to improve process efficiency and service delivery. - Partner with cross-functional teams to implement business improvement initiatives and ensure seamless workflow management. - Maintain team discipline and foster a positive, motivating, and performance-driven environment. - Utilize MS Excel, reporting dashboards, and internal tools for performance analysis and business reporting. - Ensure adherence to company policies, SLAs, and compliance guidelines. Candidate Profile - Minimum 10+ years of experience in BPO operations management, with significant exposure to the Airlines or Travel domain. - Mandatory: Proven experience in managing Airline Claims processes (refunds, compensations, service recovery, or related areas). - Demonstrated success in leading large teams and managing multi-layered operations. - Strong people management, coaching, and stakeholder management skills. - Excellent communication, analytical, and problem-solving abilities. - Ability to work in 24x7 rotational shifts and thrive in a dynamic, fast-paced environment. - Proficient in MS Office and familiar with data-driven performance management. - Must be willing to work from office (Gurgaon). Perks and Benefits - 5 days work week - Competitive compensation and performance incentives - Dynamic, multicultural work environment - Inclusive and supportive organizational culture - Ample opportunities for career growth and leadership development Equal Opportunity Employer IGT Solutions is an Equal Opportunity Employer committed to building a diverse and inclusive workplace. All qualified applicants will receive equal consideration for employment without regard to age, gender, identity, sexual orientation, race, nationality, or disability.

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