Operations Manager

Job Description | Manager - Operations (Airlines/Travel Process)

Position Details

Job Title: Manager - Operations

Location: Bangalore

Organization: Atain

Business Unit: Airlines / Travel Process

Reporting To: GM / VP Operations

About the Role

Atain is looking for an experienced Manager - Operations to lead and manage large-scale Airlines/Travel Operations within a BPO environment. The ideal candidate will bring strong expertise in travel customer service, airline reservations, ticketing, operational performance, client management, and people leadership.

This role requires a strategic and results-oriented professional capable of driving operational excellence, enhancing customer experience, improving efficiency, and leading high-performing teams across multiple travel support functions.

Key Responsibilities

Operational Leadership

• Lead end-to-end operations across Airline and Travel customer service processes.
• Manage service delivery across Voice, Email, Chat, Back Office, Quality, Training, and Workforce Management functions.
• Drive performance against key metrics including SLA, Productivity, Quality, CSAT, and Employee Engagement.
• Implement process improvements and operational best practices to enhance efficiency.

Performance & Delivery Management

• Monitor operational performance, forecasting, staffing, scheduling, and resource utilization.
• Develop action plans to improve service levels and operational effectiveness.
• Ensure compliance with client requirements, travel industry standards, and internal governance frameworks.
• Drive continuous improvement initiatives to enhance customer experience.

Financial Management

• Manage operational budgets, productivity, and cost optimization initiatives.
• Drive profitability through efficient workforce planning and resource utilization.
• Support business planning, forecasting, and financial performance management.

Client & Stakeholder Management

• Act as the key operational contact for client stakeholders.
• Conduct regular business reviews and present operational insights.
• Build strong client relationships and identify growth opportunities.
• Ensure high levels of customer and client satisfaction.

People Leadership

• Lead and develop Operations Managers, Team Leaders, and support teams.
• Foster a culture of accountability, collaboration, and continuous learning.
• Drive employee engagement, succession planning, and talent development initiatives.
• Coach teams to achieve operational and business goals.

Continuous Improvement

• Identify automation and process transformation opportunities.
• Lead process excellence and quality improvement initiatives.
• Implement industry best practices within the Airlines and Travel domain.
• Drive innovation to improve customer experience and operational efficiency.

Desired Qualifications & Experience

Education

• Bachelor's Degree in Business, Management, Hospitality, Travel & Tourism, or a related field.
• MBA preferred.

Experience

• 7+ years of experience in BPO Operations with significant exposure to Airlines/Travel Processes.
• Minimum 3-5 years in a leadership role such as Manager - Operations.
• Experience managing large-scale contact center operations.
• Strong exposure to airline reservations, ticketing, customer support, travel operations, and service delivery.
• Experience handling client relationships, service delivery, and operational performance.

Preferred Qualifications

• Knowledge of GDS systems such as Amadeus, Sabre, Galileo, or Worldspan.
• Lean Six Sigma Green Belt/Black Belt certification preferred.
• Experience managing international travel customer service operations.
• Exposure to quality, workforce management, and process excellence frameworks.