Assistant Manager - Operations (Airline experience)

Job Title:

Position:

Location:

Profile Summary:

Assistant Manager Airline Operations

Key Responsibilities:

Operational & Performance Management:

• Oversee

  daily BPO operations

  , ensuring adherence to SLAs for

  timeliness, quality, and customer satisfaction

  .
• Act as the

  liaison between the client and company

  to maintain operational excellence and strengthen client relationships.
• Identify opportunities for

  process improvement and automation

  to enhance efficiency.
• Develop and implement

  strategies to improve key performance metrics

  (AHT, CSAT, Quality).
• Manage

  attrition and employee engagement

  to foster a productive work environment.
• Set

  performance targets

  for Assistant Managers, Team Leaders, Quality Analysts, and Agents.

Client & Stakeholder Management:

• Build and maintain strong

  business relationships with clients

  through regular interactions.
• Conduct

  performance reviews and business presentations

  for both

  clients and internal leadership

  .
• Ensure smooth coordination of

  site calibrations

  to maintain

  process stability and knowledge clarity

  .
• Provide

  status reports on team performance

  and recommend action plans for improvement.

Leadership & People Management:

• Lead, mentor, and develop

  Assistant Managers and Team Leaders

  to enhance leadership capabilities.
• Drive

  team motivation and performance management

  through structured

  coaching and feedback

  .
• Ensure

  continuous learning

  and development initiatives for career growth.
• Foster a

  collaborative and people-friendly culture

  to boost employee retention.

Business & Financial Management:

• Monitor and enhance profitability

  by managing resources effectively and improving cost efficiency.
• Provide

  statistical insights and trend analysis

  to identify performance gaps and drive improvements.
• Oversee

  P&L management

  to ensure operational efficiency and cost optimization.

Required Skills & Qualifications:

• Experience:

  9+ years in Customer Operations, Contact Center/BPO Operations

  (preferably in Travel/Airline sector).

• Leadership:

  Minimum

  2 years in a managerial role

  , with proven experience in

  team development and performance management

  .

• Analytical & Problem-Solving Skills:

  Strong ability to

  interpret data, identify trends, and implement corrective actions

  .

• Workforce & Schedule Adherence:

  Experience in

  staffing management and workforce optimization

  .

• Client Engagement:

  Strong stakeholder management and ability to interface with

  senior leadership and clients

  .

• Communication:

  Excellent

  written and verbal communication skills

  .

• Process Improvement:

  Ability to

  identify, implement, and track process enhancements

  for continuous growth.

• P&L Management:

  Exposure to

  budgeting, cost control, and profitability analysis

  (preferred).

Personal Attributes:

• Strong leadership

  with the ability to

  inspire and motivate teams

  .

• Adaptability & Innovation:

  Ability to anticipate

  market trends

  and implement strategic changes.

• Resilience & Agility:

  Comfortable working in a

  fast-paced, evolving environment

  .

• Integrity & Accountability:

  Takes responsibility and delivers on commitments.

• Persuasive & Sales-Oriented Mindset:

  Ability to influence and drive performance.

Equal Employment Opportunity:

diversity, inclusion, and a bias-free work environment

Contact Person:

Nidhi Rastogi

8630322833

nidhi.rastogi@igtsolutions.com