Job description
Position: Senior Manager Operations- Airlines Claims
Location: Gurgaon
About IGT Solutions
IGT Solutions Pvt. Ltd. is a leading IT and BPM services provider, delivering innovation and business excellence across the Travel, Transportation, and Hospitality industries. With over 10,000+ travel industry professionals and 15 global delivery centers, IGT offers a comprehensive suite of services including Application Development, Contact Center Services, Analytics, Testing, and Digital Transformation Solutions.
We proudly serve top-tier clients globally including leading airlines, OTAs, cruise liners, railways, and hotel chains. IGT is deeply committed to fostering a diverse, inclusive, and harassment-free workplace that values integrity, collaboration, and continuous growth.
Roles and Responsibilities
- Lead and manage a large operations team (200+ members) within the Airlines domain for international voice/non-voice processes.
- Drive operational excellence by monitoring performance metrics such as productivity, quality, shrinkage, attrition, and AHT.
- Oversee and manage airline claims operations, ensuring accuracy, compliance, and timely resolution of customer claims and reimbursements.
- Ensure timely and effective resolution of escalations and maintain high levels of customer satisfaction (CSAT).
- Conduct performance reviews, coaching sessions, and training needs identification (TNI) to support employee development and process improvement.
- Analyze trends and provide actionable insights to improve process efficiency and service delivery.
- Partner with cross-functional teams to implement business improvement initiatives and ensure seamless workflow management.
- Maintain team discipline and foster a positive, motivating, and performance-driven environment.
- Utilize MS Excel, reporting dashboards, and internal tools for performance analysis and business reporting.
- Ensure adherence to company policies, SLAs, and compliance guidelines.
Candidate Profile
- Minimum 10+ years of experience in BPO operations management, with significant exposure to the Airlines or Travel domain.
- Mandatory: Proven experience in managing Airline Claims processes (refunds, compensations, service recovery, or related areas).
- Demonstrated success in leading large teams and managing multi-layered operations.
- Strong people management, coaching, and stakeholder management skills.
- Excellent communication, analytical, and problem-solving abilities.
- Ability to work in 24x7 rotational shifts and thrive in a dynamic, fast-paced environment.
- Proficient in MS Office and familiar with data-driven performance management.
- Must be willing to work from office (Gurgaon).
Perks and Benefits
- 5 days work week
- Competitive compensation and performance incentives
- Dynamic, multicultural work environment
- Inclusive and supportive organizational culture
- Ample opportunities for career growth and leadership development
Equal Opportunity Employer
IGT Solutions is an Equal Opportunity Employer committed to building a diverse and inclusive workplace. All qualified applicants will receive equal consideration for employment without regard to age, gender, identity, sexual orientation, race, nationality, or disability.
