Assistant Manager - Process Training (Airlines Process/IATA/GDS/Travel/TMC) - Vizag

About the Company

WNS, a part of Capgemini, is a leader in intelligent operations and transformation powered by Agentic AI. Serving over 700 clients across 10 sectors including Banking, Healthcare, Insurance, Logistics, and Travel, WNS leverages deep domain expertise combined with AI platforms and analytics to help businesses innovate, scale and build resilience in disruptive environments. With operations spanning 13 countries and 65 delivery centers and over 66,000 employees globally, WNS aims to deliver meaningful, sustainable business outcomes through human-led intelligent solutions.

Role Overview and Responsibilities

• Train new hires on pre-process and process topics encompassing domain knowledge, communication skills, soft skills, and travel induction.
• Manage people by identifying early warning signals, giving constructive feedback, and fostering a coaching environment.
• Lead hiring efforts aligned to client and process needs focusing on communication competencies.
• Oversee training performance metrics including throughput, certification, and early production results; intervene as required during process training and nesting phases.
• Conduct detailed daily reviews of new hire training progress.
• Ensure timely and accurate submission of all training reports to internal teams and clients.
• Create and update training content by conducting Training Need Identification (TNI) and adjusting pre-process training plans accordingly.
• Drive knowledge management initiatives like monthly checks and refresher sessions for floor agents.
• Maintain effective communication with peers, stakeholders, and clients to facilitate stakeholder management.
• Coordinate interventions during both process training and nesting phases.
• Execute TNI refreshers by identifying agent strengths and improvement areas, delivering targeted development plans including supervision-based sessions (SBS), one-on-one coaching, group briefings, classroom sessions, and on-floor activities.

Candidate Qualifications and Requirements

• Excellent written and verbal communication skills; must be bilingual in English.
• Willingness to work in a 24/7 operational environment following a six-day workweek including non-weekend off days.
• Proficiency with Microsoft Office suite.
• Readiness to travel as job duties require.
• Minimum 3 years professional experience in the travel domain.
• At least 2 years experience in training functions with a solid understanding of training processes.
• Corporate travel expertise with working knowledge of GDS platforms such as AMADEUS or Sabre is mandatory; GDS certification is advantageous.