General Manager - Operations BPO AIRLINE at WNS Global Services SA

Job Description

PROFILE

• Excellent communication and comprehension skills
• Good business writing skills
• Exposure and experience in working with the Airline Market
• KEY SKILLS Excellent comprehension skills
• Ability to work with speed & accuracy under pressure
• Effective decision-making skills
• Prioritizing & organizing
• Email writing skills
• Good written communication skills
• Ability to sustain pressure and think strategically to grow the account

Job Description

Operational Management:

• Oversee daily operations and ensure that all processes and services are delivered efficiently and meet client requirements.
• Monitor performance metrics and implement strategies to improve productivity, quality, and client satisfaction
• .Ensure adherence to established policies, procedures, and service level agreements (SLAs).2.

Team Leadership and Development:

•  Lead, mentor, and develop Operations leaders and staff, fostering a positive and collaborative work environment.
• Conduct regular performance reviews for Senior leadership, provide feedback, and create development plans for team members.

Client Relationship Management:

• Serve as the primary point of contact for clients, addressing any issues or concerns promptly and professionally.
• Build and maintain strong client relationships to ensure long-term satisfaction and retention
• Regularly communicate with clients to provide updates on performance and discuss potential improvements.

Strategic Planning and Execution:

• Develop and implement operational strategies to achieve business goals and drive continuous improvement.
• Collaborate with executive management to set objectives and develop plans to achieve them.
• Identify opportunities for process optimization and cost savings.

Compliance and Risk Management:

• Ensure compliance with all regulatory requirements and internal policies.
• Identify and mitigate operational risks to protect the company and clients.
• Conduct regular audits and implement corrective actions as needed.

Reporting and Analytics:

• Prepare and present regular reports on operational performance, client satisfaction, and financial status
• .Utilize data and analytics to identify trends, make informed decisions, and drive improvements.
• Travel domain knowledge required
• Good with MS office
• Client management
• Delivery of Service levels

Qualifications

• Grade 12
• Proven experience in a managerial role at a Senior executive Level/Head of role at least 5 years
• Strong leadership, communication and interpersonal skills.
• Excellent problem solving and decision-making abilities.
• Attention to detail.
• Ability work work with stakeholders at a senior level

Qualifications

• Graduate
• US 24/7 operation shifts
• Experience working on an Airline campaign and managing multiple campaigns not negotiable
• Experience working on GDS system