Deputy Manager - Process Training ( GDS/Airline Reservations and Ticketing/Travel ) - Mumbai

Company Description

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence – WNS’ core differentiator – with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Job Description

• Training: Training new hire batches on pre-process & Process which includes domain, communications, soft skills and travel induction• People Management: Should be able to identify EWS (Early Warning Signals), provide feedback, create coaching environment• Experience in TMC refund is mandatory Key Accountability:• Hiring: Hiring candidates as per client and process requirement on all communication parameters• Training Performance: End to end responsibility of training deliverables like throughput, certification, early production performance, etc. Conduct interventions during process training and nesting.• Experience in TMC / Travel agency / OTA refund is important• Detailed daily New Hire training review• Reporting: Ensure all training reports including internal stakeholder and clients should be shared on time accurately• Content Creation: Should be able to conduct TNI (Training Need Identification) and make changes in pre-process training plan accordingly• Knowledge Management: Ensure floor agents go through timely monthly check, floor refreshers, etc.• Stakeholder Management: Should be able to manage internal communication with peers, stakeholders and clients• Coordination: Conduct interventions during process training and nesting• TNI Refreshers: Identify agent strengths to identify areas of improvement and provide concrete work plan for improvement. Create intervention plan basis TNI including SBS, one on one coaching, briefing, classroom sessions, on floor activities Knowledge/ Qualification: Graduate Special Role Requirement: • Excellent written and verbal communications. Bilingual in English and German• Should be willing to work in 24*7 environment, (5 days)• Should be willing to work in non-weekend offs• Proficiency in MS office• Travel ready Work Experience:• Travel Experience: +3 Years• Training Experience: Should have sound understanding of the training function and should have spent +2years in training department• Corporate travel and Refunds experience is mandatory Certification/ Domain Certification (If Applicable): GDS Certifications will be an added advantage.

Qualifications

Graduate

Additional Information