Job highlights

- Partner with Workforce Management (WFM) to optimize shift planning,shrinkages,scheduling,and staffing requirements against performance gaps. . Identify operational risks,integrity concerns,and cross-departmental mishandlings,raising timely flags and mitigation plans with relevant stakeholders.

Associate Manager - Refunds Job Summary An Associate Manager in Refunds team has a broad role, making sure the department objectives are accomplished by managing staff; plans and evaluates department activities and ensures the operations of the department are running smoothly and the customers needs and expectations are met.

This role also demands a lot of liaising with other team members, including interacting with managers of different areas of the organization, presenting findings to stakeholders and higher management as well as training and supervising new employees and tracking and measuring team performance. By managing day-to-day activities, analyzing statistics and reading and creating reports.

This role requires a person with advanced knowledge of all the refunds products, solid analytical background, customer centricity, people management and problem solving skills and of course the ability to communicate effectively with team members, managers and other partners.

Responsibilities

- Oversee day-to-day operations across assigned lines of business (LOBs) to ensure consistent service delivery, SLA adherence, and operational excellence.
- Manage high-level customer and operational escalations that exceed team lead resolution authority.
- Conduct regular dip checks, audits, and skip-level meetings to monitor floor health, quality standards,



and agent engagement.
- Partner with Workforce Management (WFM) to optimize shift planning, shrinkages, scheduling, and staffing requirements against performance gaps.
- Identify operational risks, integrity concerns, and cross-departmental mishandlings, raising timely flags and mitigation plans with relevant stakeholders.
- Directly supervise, mentor, and coach Team Leaders to elevate their leadership capabilities and daily operational management.
- Establish clear personal performance targets (KPIs/OKRs) for Team Leaders, tracking daily outputs and driving continuous improvement.
- Conduct structured weekly, monthly, quarterly, and annual performance appraisals, addressing performance or behavioral gaps with formal action plans.
- Foster an open, collaborative culture built on psychological safety, two-way feedback, and active idea sharing.
- Ensure organizational communications, policy updates, and process changes cascade seamlessly from leadership to frontline agents.
- Develop a deep end-to-end (E2E) understanding of operational workflows, B2B contractual agreements, KPIs, and service fee frameworks.
- Lead deep-dive process reviews with Team Leaders to identify bottlenecks, eliminate inefficiencies, and champion automation initiatives.




- Drive root-cause analyses on recurring defects or performance variances, implementing long-term preventative measures.
- Prepare, analyze, and present comprehensive operational reports, highlighting operational trends, team productivity, and key variances.
- Actively represent operations in departmental alignments, business reviews, and cross-functional forums (Quality, Training, Process Engineering, and Leadership).
- Maintain clear, collaborative alignment with internal stakeholders to protect customer experience, contractual obligations, and brand standards.

Requirements

- Experience of managing or leading team leaders (Minimum 4 years of documented experience as a people manager)
- Mandatory background experience in airline/travel refunds with hands-on proficiency in GDS and BSP
- Leadership skills - ability to engage and mentor a large team across locations
- Analytical and data driven
- Excellent communication interperosnal skills
- Initiative skills (the ability to be resourceful and work independently - resilient, determined and proactive)
- Have skills to manage basic operational metrics such as TATs, SLAs, Losses, Coverage, Shrinkage Attritions
- Have clarity and understanding of managing procedural metrics like ADMs, Losses, Mishandlings and refund delays.
- Advocate to company values
- Adapting well to change and complexity

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Associate Manager - Refunds (Mumbai)
🏢 Etraveli
📍 Mumbai