Senior Operations Manager

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.

Skills Required
Ms Office, Ms Excel