Qualifications:

Must be okay working 100% onsite at WNS Bridgetowne Site
Preferably College Graduate
Must have an experience managing at least 20+ agents
IATA certified or Diploma in International Airlines and Travel Management is an advantage
Minimum of five (5) years in Customer Support or Customer Contact - related field.
Ability to manage, train, and motivate staff
The ability to write professional business correspondence is essential
Excellent command of both spoken and written English
Good Negotiation and influencing skills
Mature, with strong analytical and problem-solving skills
Excellent interpersonal skills with positive thinking and customer orientation
Able to work under pressure and meet tight deadlines
Good team player with an ability to work independently
Effective time management skills
Good phone skills are an advantage
Proficient in MS Office
Willing to work at weekends/public holidays on a regular basis

Job Description:

Supervise the handling and resolution of cases. Monitor performance and efficiency to ensure service and quality standards are met.
Restore customer confidence through direct handling of customer feedback and case escalations, as and when needed, in a timely, thorough, and professional manner.
Work closely with legal/insurance teams and regulatory bodies to ensure case handling processes and policies are compliant with regulatory standards.
Assist in developing corresponding handling procedures to ensure full compliance with all global regulatory requirements
Review and approve payment requests for customer service recovery to ensure the requests are justified and offered in line with the handling guidelines
Conduct risk and impact analysis of the company's internal operational changes that would affect operations and customer experience
Support with and formulate corresponding lines to take and handling guides as required to ensure consistent handling
Manage group common email accounts to ensure prompt response to internal departments, Outports, regulatory bodies, etc.
Prepare proration report and bordereau reports on claims as per schedule
Represent in projects and working groups driven by different business area and working groups
Support review of processes and procedures for improving operational effectiveness and customer satisfaction
Manage the office during weekends/public holidays on a rostered basis, as and when needed
Lead, support, and encourage the team to achieve success

Assistant Manager - Operations (Airline Account)