Manager Training - Travel Domain

About the Role

We are seeking a highly motivated and outcome-driven Training Manager to lead learning initiatives within the Travel BPO sector. The successful candidate will have extensive experience in designing, delivering, and managing training programs specifically tailored for travel operations including customer service, reservations, ticketing, and related functions. This role is essential in fostering a workforce skilled in process excellence and customer satisfaction.

Key Responsibilities

• Formulate and implement a comprehensive learning strategy aligned with organizational goals.
• Enhance employee skills and operational effectiveness through targeted training programs.
• Develop learning roadmaps for customer service, sales, reservations, and support teams.
• Promote a continuous learning culture geared towards performance improvements.
• Lead training projects focusing on travel processes such as air reservations, ticketing, GDS platforms (Amadeus, Sabre, Galileo), fare rules, refunds, travel compliance, and customer experience management.
• Maintain team awareness of industry trends, airline policies, and worldwide travel standards.
• Create engaging training content for classroom, virtual, and e-learning settings including SOPs, manuals, assessments, certification systems, and knowledge bases.
• Introduce innovative learning methodologies including gamification and digital solutions; update training materials regularly based on feedback and evolving business needs.
• Manage, mentor, and coach training leads and trainers; conduct Train-the-Trainer programs to develop internal capabilities.
• Collaborate with stakeholders such as Operations, Quality, Workforce Management, HR, and clients to identify and address skill gaps and support business changes.
• Analyze training effectiveness through metrics like certification scores, quality scores, customer satisfaction (CSAT/NPS), productivity, and time-to-proficiency to ensure measurable business results.

Candidate Profile

• 10-14 years overall experience with at least 8-12 years in Training & Development amidst BPO or Contact Center environments.
• Minimum 4 years in leadership roles managing training teams.
• Strong background in travel operations including airline support, online travel agencies, corporate travel, and customer service processes.
• Proficient with GDS platforms such as Amadeus, Sabre, or Galileo.
• Experienced in Learning Management Systems (LMS) and advanced MS Office skills.
• Data-oriented approach to measuring and enhancing learning interventions.
• Excellent communication, presentation, leadership, coaching, strategic thinking, and stakeholder management capabilities.

Success Indicators

• Faster ramp-up time for new hires.
• Improvements in CSAT, quality, and productivity metrics.
• Higher training effectiveness and certification rates.
• Enhanced employee engagement and retention.
• Development of strong leadership talent pipelines.
• Consistent achievement of client and business performance goals.

Why Join Us

• Lead transformative learning initiatives in a rapidly expanding travel organization.
• Gain exposure to global travel operations and premium client interactions.
• Drive large-scale capability development efforts.
• Accelerate professional growth toward senior leadership roles in L&D, operations, or business.
• Engage in a dynamic and innovation-focused work culture.

Additional Information

Location of role is Gurgaon, India. The annual compensation offered ranges from 1,000,000 to 1,300,000 INR. Applicants should hold a minimum qualification of any graduate degree. This role demands full-time commitment. Interested candidates can share their applications as instructed by the company.