Assistant Manager

Key Responsibilities:

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.
  

Required Skills/Qualification:

• 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.