Operations Team Lead

4 weeks ago

Quezon City, Philippines WNS Full time

Overview

WNS Quezon City, National Capital Region, Philippines

Position: Operations Team Lead - Travel Account

This role manages a team supporting a leading corporate travel management company. The ideal candidate has in-depth travel product knowledge (flights, hotels, car rentals), strong GDS skills (including cryptic formats), and demonstrated leadership, process management, and a commitment to delivering high-quality service.

Qualifications
  • Amenable to work onsite at our Bridgetowne, Quezon City, and on rotational shifts .
  • 3+ years of experience in the travel industry, with 4-5 years in a team lead or supervisory role .
  • Strong product knowledge in booking Flights, Hotels, and Car Rentals , including understanding of fare rules, policies, and itinerary management.
  • Proficient in GDS systems (Amadeus, Sabre, Galileo, etc.) with solid experience in reading and executing cryptic commands .
  • Knowledge of travel regulations, industry standards, and customer service best practices.
  • Proven ability to lead teams , manage performance , and conduct training sessions .
Job Description & Responsibilities
  • Lead and manage a team of travel operations specialists handling customer queries and bookings for Flights, Hotels, and Car Rentals.
  • Oversee team performance, productivity, and quality metrics, ensuring adherence to SLAs, KPIs, and the client’s service delivery standards.
  • Provide coaching, training, and performance feedback to team members to maintain productivity and service quality.
  • Provide expert-level support across Flights, Hotels, and Car Rentals, ensuring policy compliance, fare accuracy, and customer satisfaction.
  • Handle escalated customer issues and complex booking scenarios with accuracy and efficiency.
  • Act as the product knowledge SME, maintaining up-to-date insights on airline policies, hotel programs, car rental agreements, and loyalty programs.
  • Collaborate with other departments to implement process enhancements and client-specific SOPs.
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Management, Quality Assurance, and Customer Service
Industries
  • Business Consulting and Services

We’re not including job alerts or external postings beyond the role itself.

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