Assistant Manager - Operations (Airline Account)

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