REF93249G-Assistant Manager - Process Training (Airlines/GDS/Travel)- Banga at WNS Global Services

Bangalore, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

18 May, 26

Salary

0.0

Posted On

17 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Training Delivery, Airline Processes, GDS Systems, Customer Service Excellence, Certification Compliance, Training Content Development, TNA, TNI, Coaching, Performance Feedback, Quality Assurance, Stakeholder Management, Voice Training, Amadeus, Sabre, Galileo

Industry

Business Consulting and Services

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 Job Description: Core Responsibilities: Deliver high-impact New Hire, Upskill, and Refresher Training focused on airline processes, GDS systems, and customer service excellence Ensure full compliance with client and internal certification standards Collaborate with Training Managers and stakeholders to align training outcomes with operational goals Identify gaps and recommend improvements based on feedback and performance data Develop, update, and maintain training content tailored to airline operations and client requirements Ensure accurate documentation and reporting of training metrics in line with organizational standards Work with internal and external stakeholders and drive process improvements and floor support Create training programs to address skill gaps in employees by conducting regular TNA and TNI Coach and provide feedback to trainees on their performance in class and on the shop floor. Control absenteeism and attrition in class and motivate the batch Consistently achieve or exceed targets on quality and throughput in training Participate in regular internal and external stakeholder interactions Job Location- Bangalore (WFO Only) Shifts- Rotational Qualifications Desired Candidate Profile Minimum 5 years of proven experience in training delivery, preferably in a fast-paced operations or BPO environment Strong background in airline or travel industry is essential - preferably Reservations and Ticketing background Expert-level proficiency in GDS platforms (e.g., Amadeus, Sabre, Galileo) with hands-on experience in process training Solid understanding of customer service workflows and operational standards Exceptional facilitation, communication, and stakeholder management skills Demonstrated ability to lead teams, coach performance, and drive measurable training outcomes Should have Voice training experience of more than 3 years in airline travel domain Ability to work in shifts Should have new hire training experience with adequate exposure to coaching and feedback of new and tenured agents Ability to identify skill gaps in classroom and on the shop floor. Design customized training programs and track ROI Good people management and organizational skills Good knowledge of MS Office – PowerPoint, Excel, and Word Willingness to go over and beyond the regular delivery requirements during ramp/peak season Good analytical and presentation skills

Responsibilities

The role involves delivering high-impact training focused on airline processes, GDS systems, and customer service excellence while ensuring compliance with certification standards. Responsibilities also include collaborating with stakeholders, identifying performance gaps, developing training content, and coaching trainees on the shop floor.