Assistant Manager

Assistant ManagerEXL/AM/1445013

Travel & LeisureGurgaon

Posted On

07 Aug 2025

End Date

21 Sep 2025

Required Experience

6 - 9 Years

Basic Section

Number Of Positions

4

Band

B1

Band Name

Assistant Manager

Cost Code

D900180

Campus/Non Campus

NON CAMPUS

Employment Type

Permanent

Requisition Type

New

Max CTC

800000.0000 - 1000000.0000

Complexity Level

Voice CEF B2 (Complexity Level 3)

Work Type

Work From Office – Fully Working From EXL/ Client Offices

Organisational

Group

Emerging

Sub Group

Emerging Business Unit

Organization

Travel & Leisure

LOB

Voice

SBU

Process Training

Country

India

City

Gurgaon

Center

IN Gurgaon C61

Skills

Skill

GDS SYSTEMS

QUEUE MANAGEMENT

TRANSPORTATION - RESERVATION SYSTEMS

AIRLINE TICKETING

VOICE & ACCENT TRAINING

Minimum Qualification

GRADUATE

DIPLOMA IN AIRLINE, TRAVEL, AND TOURISM MANAGEMENT

Certification

No data available

Job Description

We are seeking a high-performing and experienced Assistant Manager – Process Training to lead and execute training initiatives in the Travel domain. This role is critical in managing end-to-end training delivery for new hires, upskilling tenured employees, driving performance improvements, and ensuring process compliance across global travel operations.

We are seeking a high-performing and experienced Assistant Manager – Process Training to lead and execute training initiatives in the Travel domain. This role is critical in managing end-to-end training delivery for new hires, upskilling tenured employees, driving performance improvements, and ensuring process compliance across global travel operations.

Key Responsibilities:

• Lead and manage end-to-end New Hire Training (NHT), including onboarding, content delivery, assessments, and certification.
  
• Design and drive domain-specific training programs focused on Travel systems, customer service skills, air bookings, fare construction, reissues, refunds, GDS usage (Amadeus, Sabre, Galileo), and travel policy compliance.
  
• Analyze business performance metrics (CSAT, AHT, Quality Scores, Escalation Trends) to identify training needs and performance gaps.
  
• Partner with key stakeholders including Operations, Quality, Workforce, and HR to develop and implement impactful learning strategies.
  
• Own the Nesting/OJT phase, monitor trainee performance, and ensure a smooth transition to production with required documentation and reporting.
  
• Lead training needs analysis (TNA) and coordinate refresher, upskilling, and cross-training initiatives to drive capability building.
  
• Develop, review, and maintain training content, SOPs, process flows, and learner assessments aligned with business changes.
  
• Build capability within the training team, mentor junior trainers, and support Train-the-Trainer programs as needed.
  
• Prepare and present training effectiveness reports, dashboards, and stakeholder updates.
  
• Keep updated on travel industry trends, airline policies, fare rules, and regulatory changes and cascade them into the curriculum.
  
• Coach and mentor team members post-training to reinforce learning and ensure successful application on the job.
  

• Bachelor�s degree in any field
  
• Diploma in Hospitality, Travel & Tourism, or a related field (IATA certified professionals will be preferred)
  
• Minimum 6-9 years of Travel operations experience.
  
• Familiarity with Learning Management Systems (LMS)
  
• Proven experience in training delivery, preferably in a travel, customer service, or BPO environment.
  
• Strong understanding of GDS systems (e.g., Sabre, Amadeus, Galileo).
  
• Excellent communication, presentation, and facilitation skills.
  
• Ability to engage adult learners and adapt training styles to suit various learning needs.
  
• Proficient in Microsoft Office and e-learning platforms.
  
• Strong organizational and time-management skills.
  
• High attention to detail and ability to manage multiple training projects simultaneously.
  

Workflow

Workflow Type

Voice