Senior Operations Manager

Position:

Location:

About IGT Solutions

Travel, Transportation, and Hospitality

airlines, OTAs, cruise liners, railways, and hotel chains.

Roles and Responsibilities

• Lead and manage a large operations team (200+ members) within the

  Airlines domain

  for international voice/non-voice processes.
• Drive

  operational excellence

  by monitoring performance metrics such as

  productivity, quality, shrinkage, attrition, and AHT.

• Oversee and manage

  airline claims operations

  , ensuring accuracy, compliance, and timely resolution of customer claims and reimbursements.
• Ensure timely and effective resolution of escalations and maintain high levels of customer satisfaction (

  CSAT

  ).
• Conduct

  performance reviews

  ,

  coaching sessions

  , and

  training needs identification (TNI)

  to support employee development and process improvement.
• Analyze trends and provide actionable insights to improve process efficiency and service delivery.
• Partner with cross-functional teams to implement business improvement initiatives and ensure seamless workflow management.
• Maintain team discipline and foster a

  positive, motivating, and performance-driven

  environment.
• Utilize

  MS Excel, reporting dashboards, and internal tools

  for performance analysis and business reporting.
• Ensure adherence to company policies, SLAs, and compliance guidelines.

Candidate Profile

• Minimum

  10+ years of experience

  in

  BPO operations management

  , with significant exposure to the

  Airlines or Travel domain.

• Mandatory:

  Proven experience in managing

  Airline Claims processes

  (refunds, compensations, service recovery, or related areas).
• Demonstrated success in leading large teams and managing multi-layered operations.
• Strong

  people management, coaching, and stakeholder management

  skills.
• Excellent

  communication, analytical, and problem-solving

  abilities.
• Ability to work in

  24x7 rotational shifts

  and thrive in a dynamic, fast-paced environment.
• Proficient in

  MS Office

  and familiar with

  data-driven performance management.

• Must be willing to

  work from office (Gurgaon).

Perks and Benefits

• 5 days work week
• Competitive compensation and performance incentives
• Dynamic, multicultural work environment
• Inclusive and supportive organizational culture
• Ample opportunities for

  career growth and leadership development

Equal Opportunity Employer

Equal Opportunity Employer