Senior Manager Operations

Position:

About IGT Solutions

IGT Solutions Pvt. Ltd. is a leading IT and BPM services provider focused on delivering innovation and business excellence across the Travel, Transportation, and Hospitality domain. With over 10,000+ travel industry professionals and 15 global delivery centers, IGT provides IT-BPM services including Application Development, Contact Center Operations, Claims Management, Analytics, and Testing.

We partner with top global airlines, OTAs, cruise lines, railways, and hotel chains to deliver seamless customer experiences and process excellence. IGT is committed to fostering a diverse, inclusive, and harassment-free workplace for all employees.

Roles and Responsibilities

• Lead and manage a large team (150–200 members) responsible for

  airline claims operations

  – including baggage, refund, and disruption-related claims.
• Ensure end-to-end

  claims processing

  within defined SLAs and quality parameters.
• Drive

  performance management

  through consistent monitoring of productivity, quality, and adherence metrics (AHT, TAT, Accuracy, etc.).
• Provide on-floor support and efficiently manage

  customer and client escalations

  related to claim settlements.
• Conduct

  root cause analysis

  on claim discrepancies and implement process improvements to reduce errors and improve resolution time.
• Identify

  training needs (TNI)

  and implement effective coaching and development plans to enhance team capabilities.
• Conduct

  weekly performance reviews and feedback sessions

  to ensure continuous improvement.
• Work closely with

  Quality and Process Excellence teams

  to drive CSAT and NPS improvements through actionable insights.
• Ensure

  compliance with airline policies, service level agreements, and data protection guidelines.

• Maintain team discipline and create a positive, collaborative, and performance-driven work environment.
• Demonstrate strong

  communication and stakeholder management skills

  (both written and verbal).
• Prepare and analyze operational reports using

  MS Excel, dashboards, and internal claims management tools.

Candidate Profile

• Proven experience managing

  airline claims, refund, or irregular operations (IROPS)

  processes in an international or BPO environment.
• Prior experience in

  team handling or leadership roles

  within airline operations or claims management.
• Strong

  people management, coaching, and conflict resolution

  skills.
• Excellent

  analytical, communication, and problem-solving abilities.

• Flexible to work in

  24x7 rotational shifts.

• Organized, proactive, and methodical in managing large-scale operations.
• Must be willing to

  work from office (Bhopal).

Perks and Benefits

• 5–6 day work week
• Dynamic, multicultural, and growth-oriented environment
• Inclusive and supportive company culture
• Opportunities for professional development and career advancement

Equal Opportunity Employer

IGT Solutions is committed to creating a diverse and inclusive work environment. All qualified applicants will receive consideration without regard to age, gender, identity, orientation, race, nationality, or disability.