Assistant Manager - Process Training (GDS/Travel/Airline Ticketing) - VIZAG - REF65977O

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.

Role:

• 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

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.
• 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: Under Graduate/ 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 experience

Certification/ Domain Certification (If Applicable): GDS Certifications will be an added advantage.

 Knowledge of GDS (Sabre, Amadeus preferred)

 Analytical skills, time management skills, exceptional customer service and English communication skills, eye for detail and a multi-tasker

 Have a fundamental understanding of domestic and international travel, including fare structures, pricing strategies, available resources, and travel documentation requirements.(preferred)

 Ability to act as a travel counsellor and guide (good knowledge of world travel geography is preferred)

 Strong interpersonal and English communication skills (verbal & written) with the ability to communicate effectively with both internal and external stakeholders.

 Easily approachable and a team player, gains the trust and support of team members and peers.

 Work independently and with leadership team when necessary to make effective decisions, including resolving customer service issues.

 Prior experience as part of Training teams with Exposure of classroom and Online Training

 Should have experience/knowledge one and more GDS applications (Sabre, World span, Apollo, Amadeus or Galileo)- preferred.  Customer Service/Travel Background  Experience in any travel process /agency (TMC preferred),