We are seeking a high-performing and experienced Sr Training Manager – Travel Business to lead and manage team of trainers in executing training initiatives in the Travel domain. This role is critical in managing end-to-end training delivery for new hires, upskilling tenured employees, driving performance improvements, and ensuring process compliance across global travel operations.
Key Responsibilities:
1. Training Delivery & Execution
- Lead and manage end-to-end New Hire Training (NHT) including onboarding, facilitation, assessments, and certification.
- Drive domain-specific training programs focused on air bookings, fare construction, reissues, refunds, and travel policy compliance.
- Ensure accurate and effective use of GDS systems (Amadeus, Sabre, Galileo).
- Own the Nesting/OJT phase, monitor trainee performance, and ensure smooth transition to production with complete documentation and reporting.
2. Training Needs & Performance Analysis
- Conduct Training Needs Analysis (TNA) based on performance trends, QA feedback, and business metrics.
- Analyze CSAT, AHT, Quality Scores, and Escalation Trends to identify performance gaps and recommend corrective interventions.
- Coordinate refresher, upskilling, and cross-training programs to strengthen agent capability.
3. Content Development & Governance
- Develop, review, and maintain training material including SOPs, process flows, and assessments aligned with evolving business requirements.
- Ensure standardization and continuous improvement of training content across global markets.
4. Team Management & Development
- Lead, coach, and mentor a team of Process Trainers and SMEs.
- Conduct Train-the-Trainer programs and foster a culture of learning and excellence.
- Promote continuous skill development within the training team to ensure readiness for new products and processes.
5. Stakeholder Collaboration & Reporting
- Partner with Operations, Quality, Workforce, and HR teams to align training interventions with business needs.
- Participate in calibration calls and business reviews to ensure trainers stay aligned with market and client trends.
- Prepare and present training dashboards, reports, and performance insights to key stakeholders.
6. Industry Awareness & Alignment
- Stay current with travel industry trends, airline policies, fare rules, and regulatory changes.
- Ensure timely dissemination of updates to the training team and incorporate them into learning modules.
- Bachelor’s degree required; Postgraduate qualification or Travel & Tourism certification (IATA/UFTAA) preferred.
- 9–12 years of experience in Process Training, with at least 2 years in a supervisory or managerial role within the Travel industry.
- Proven expertise in GDS systems (Amadeus, Sabre, Galileo) and strong understanding of end-to-end travel processes.
- Experience in global travel operations (B2C/B2B)—preferably within contact center or shared services environments.
- Strong facilitation, presentation, and communication skills.
- Excellent stakeholder management and ability to collaborate cross-functionally.
- Analytical mindset with the ability to interpret data, identify trends, and drive actionable improvements.
- Proficient in MS Office tools, LMS platforms, and reporting systems.
- Ability to work independently, manage multiple priorities, and adapt in a fast-paced, evolving environment.