REF93249G-Assistant Manager - Process Training (Airlines/GDS/Travel)- Bangalore -Rotational Shifts (WFO Only)

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