4399836-Assistant Manager

This role is primarily responsible for effective management of Front & Mid office Travel operations for GBT.The job would entail :Team management for the smooth function of the processes.Contact center management experience Ensure strong governance around Research / Documentation of mid office activities.Customer Interaction and Relationship Management.Identify process improvement opportunities and value adds initiatives.Ensuring compliance with SLA and other internal guidelines of policies whilst ensuring effective team work at all timesEnsure SLA deliverables are met as per agreed standardsAttrition Management - Motivate team members and control attritionEscalation Management - managing customer escalations in quick turnaround time & ensuring plan to avoid future errorsProvide coaching and feedback to team members to enable them to improve their performance ;Achieve highest productivity standards while ensuring control & quality focusThis position demands an ability to build long sustaining professional relationship with stakeholders. ;Required Skills/Qualification:Graduate with 4-6 years of Travel operations experience.Sound GDS knowledge & Expertise in Fare rule interpretationSound understanding of Queue, Invoice management, Refunds & Debit MemoProven skills in people leadership, having managed teams of at least 15-20Excellent Interpersonal and Conflict management skills. ;Strong coaching, mentoring and feedback delivery skills.Proficiency in Microsoft Excel is desired.High Results orientation under circumstances of shifting prioritiesEXL is the indispensable partner for leading businesses in data-led industries such as insurance, banking and financial services, healthcare, retail and logistics. We bring a unique combination of data, advanced analytics, digital technology and industry expertise to help our clients turn data into insights, streamline operations, improve customer experience, and transform their business. Our partnerships with clients are built on a foundation of collaboration - and we've been chosen as a partner by nine of the top ten leading US insurance companies, nine of the top 20 global banks, and six of the top ten US health care payers. We function as one team to make your goals our goals, whether that's unlocking the value of generative AI or embedding analytics into workflows that reduce risk or power your growth. Clients choose EXL as their transformation partner for many reasons. Our geographic diversity make talent all over the world instantly accessible. Digital accelerators enable unmatched speed-to-value, letting you realize results fast. It's our people that truly set us apart, though, including the 1,500 data scientists we have dedicated to our generative AI practice. And our more than twenty years of experience in delivering business services, garnering stellar client references, and maintaining a solid balance sheet are reassuring to our C-suite clients. Find out for yourself why clients, employees, and analysts think we're some of the best in the business. Contact us to see how we can help you achieve your goals.