Greetings from WNS (Part of Capgemini)

We are looking for an experienced Group Manager with strong expertise in the Travel domain , particularly Reservation & Ticketing and Customer Relations .

The role will be responsible for leading training initiatives, developing talent, improving process effectiveness, and partnering closely with Operations, Quality, and clients.

About the Company

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence – WNS’ core differentiator – with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.

Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

About the Role

Group Manager is responsible for leading, training and evaluating new hires, managing reinforcement and refresher trainings, collaborating with Quality and Operations teams to identify training needs, interacting with clients, managing content on the Learning Management System, optimizing training processes, planning and implementing training programs, implementing training KPIs, preparing learning materials, coaching trainees, creating and updating training content, maintaining class records and publishing reports, and researching and implementing new training methods.

Responsibilities

- Lead, train, evaluate new hires in the system
- Plan and manage internal reinforcement and refresher trainings and feedback sessions on monthly basis




- Work collaboratively and conduct TNA/TNI with the Quality and Operations team to identify training needs
- Interact with client on weekly basis
- Manage content on the Learning Management System and create training SOPs
- Identify process gaps and fix them through process changes, refresher trainings, etc.
- Optimize training processes for efficiency and analyze training effectiveness
- Plan and implement training programs that will prepare employees for the next level in the domain
- Implement training KPIs, prepare and present reports on the same
- Storyboard and prepare learning materials for programs
- Coach and provide feedback to trainees on their performance in class and on shop floor
- Create new training content and update existing content to support recent hires and existing staff on the floor
- Class records to be maintained and reports/dashboards to be published to leadership on regular basis
- Research new training methods and implement them

Qualifications

- Sound knowledge of travel domain – Reservation and Ticketing, Customer Relations; someone who has full exposure to the airline and travel agency world
- Overall travel experience of more than 12 years with experience in different domains like Guest Relations, Ticketing
- Classroom training experience with coaching and feedback of more than 6 years in reservation and ticketing
- Should have used new age training methodologies to train batches and be aware of various training approaches
- Should have new hire training experience with adequate coaching and feedback opportunities




- Ability to conduct TNA/TNI and draw up relevant training plan and training content
- Good people management and organizational skills
- Good knowledge of MS Office – PowerPoint, Excel and Word
- Excellent communication skills
- Should be able to work on multiple projects at the same time and plan and prioritize tasks
- Should be able to work in shifts if required by the Operating teams or Clients
- Should have completed graduation or a similar degree

Required Skills

- Sound knowledge of travel domain – Reservation and Ticketing, Customer Relations
- Overall travel experience of more than 12 years
- Classroom training experience with coaching and feedback of more than 6 years in reservation and ticketing
- Experience using new age training methodologies and awareness of various training approaches
- New hire training experience with adequate coaching and feedback opportunities
- Ability to conduct TNA/TNI and develop relevant training plans and content
- Good people management and organizational skills
- Good knowledge of MS Office – PowerPoint, Excel and Word
- Excellent communication skills
- Ability to work on multiple projects simultaneously and plan and prioritize tasks
- Ability to work in shifts if required by the Operating teams or Clients
- Completed graduation or a similar degree

Preferred Skills

- Exposure to the airline and travel agency world
- Experience in different domains like Guest Relations, Ticketing

WNS, part of Capgemini, is committed to providing equal employment opportunities and fostering an inclusive work environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or any other protected status. Interested candidates can reach out to me on [email protected] or apply on the link mentioned.

Link: https://smrtr.io/C5wPM

📌 Group Manager (Bengaluru)
🏢 WNS
📍 Bengaluru