Assistant Manager

Job Description

Company Description

WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees.

Job Description

Core Responsibilities:1. Deliver high-impact New Hire, Upskill, and Refresher Training focused on airline processes, GDS systems, and customer service excellence2. Ensure full compliance with client and internal certification standards3. Collaborate with Training Managers and stakeholders to align training outcomes with operational goals4. Identify gaps and recommend improvements based on feedback and performance data5. Develop, update, and maintain training content tailored to airline operations and client requirements6. Ensure accurate documentation and reporting of training metrics in line with organizational standards7. Work with internal and external stakeholders and drive process improvements and floor support8. Create training programs to address skill gaps in employees by conducting regular TNA and TNI9. Coach and provide feedback to trainees on their performance in class and on the shop floor10. Control absenteeism and attrition in class and motivate the batch11. Consistently achieve or exceed targets on quality and throughput in training12. Participate in regular internal and external stakeholder interactions

Qualifications

- Minimum 5 years of proven experience in training delivery, preferably in a fast-paced operations or BPO environment 2. Strong background in airline or travel industry is essential - preferably Reservations and Ticketing background 3. Expert-level proficiency in GDS platforms (e.g., Amadeus, Sabre, Galileo) with hands-on experience in process training 4. Solid understanding of customer service workflows and operational standards 5. Exceptional facilitation, communication, and stakeholder management skills 6. Demonstrated ability to lead teams, coach performance, and drive measurable training outcomes 7. Should have Voice training experience of more than 3 years in airline travel domain 8. Ability to work in shifts 9. Should have new hire training experience with adequate exposure to coaching and feedback of new and tenured agents 10. Ability to identify skill gaps in classroom and on the shop floor. Design customized training programs and track ROI 11. Good people management and organizational skills 12. Good knowledge of MS Office PowerPoint, Excel, and Word 13. Willingness to go over and beyond the regular delivery requirements during ramp/peak season 14. Good analytical and presentation skills

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