EXL

Analyzes business data and runs outsourced operations

Assistant Manager

Customer SupportConfirmed live in the last 24 hours

Full-timeGurugram, Haryana, IndiaNo salary listedIn-person

About the Job

Requirements

Graduate qualification.
Four to six years of travel operations experience.
Sound Global Distribution System knowledge and expertise in fare rule interpretation.
Sound understanding of queues, invoice management, refunds, and debit memos.
Proven people leadership skills, including experience managing teams of at least 15–20.
Strong interpersonal, conflict management, coaching, mentoring, and feedback delivery skills.
High results orientation under shifting priorities.

Responsibilities

Manage front- and mid-office travel operations.
Manage the team to ensure smooth functioning of processes.
Ensure strong governance around research and documentation of mid-office activities.
Manage customer interactions and relationships.
Identify process improvement opportunities and value-added initiatives.
Ensure compliance with service-level agreements and internal policies while maintaining effective teamwork.
Meet service-level agreement deliverables according to agreed standards.
Motivate team members and manage attrition.
Manage customer escalations promptly and implement plans to prevent future errors.
Coach and provide feedback to team members to improve their performance.
Achieve high productivity standards while maintaining control and quality.
Build long-lasting professional relationships with stakeholders.

Desired Qualifications

Proficiency in Microsoft Excel.

This role is primarily responsible for effective management of Front & Mid office Travel operations for GBT.The job would entail :Team management for the smooth function of the processes.Contact center management experience Ensure strong governance around Research / Documentation of mid office activities.Customer Interaction and Relationship Management.Identify process improvement opportunities and value adds initiatives.Ensuring compliance with SLA and other internal guidelines of policies whilst ensuring effective team work at all timesEnsure SLA deliverables are met as per agreed standardsAttrition Management - Motivate team members and control attritionEscalation Management – managing customer escalations in quick turnaround time & ensuring plan to avoid future errorsProvide coaching and feedback to team members to enable them to improve their performance ;Achieve highest productivity standards while ensuring control & quality focusThis position demands an ability to build long sustaining professional relationship with stakeholders. ;Required Skills/Qualification:Graduate with 4-6 years of Travel operations experience.Sound GDS knowledge & Expertise in Fare rule interpretationSound understanding of Queue, Invoice management, Refunds & Debit MemoProven skills in people leadership, having managed teams of at least 15-20Excellent Interpersonal and Conflict management skills. ;Strong coaching, mentoring and feedback delivery skills.Proficiency in Microsoft Excel is desired.High Results orientation under circumstances of shifting priorities

About the Company

EXL

Analyzes business data and runs outsourced operations

EXL analyzes business data and runs outsourced operations for insurers, healthcare payers, banks, retailers, and other large organizations. Its teams combine industry expertise with data engineering and AI to handle tasks such as claims processing, payment reviews, customer service, and finance within existing technology environments. The company also builds software, including LifePRO, which manages insurance policies, and EXLdata.ai, which connects fragmented data for use in AI systems. Clients pay for consulting projects, ongoing managed services, and software delivered through the cloud. EXL was founded in 1999 and is headquartered in New York City.

Company size: 10,001+
Company stage: IPO
Headquarters: New York City, New York
Founded: 1999

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