Job Description

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence – WNS’ core differentiator – with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Account Management • SLA & Client Management: Ensure daily operations and contractual commitments consistently meet and exceed client KPIs • Travel Policy Enforcement: Guide the operational delivery of itinerary planning, T&E (Travel and Expense) processing, and emergency travel support Operations & Team Leadership• Leadership & Development: Direct a 300-FTE team encompassing frontline travel consultants, team managers, quality assurance, and workforce management (WFM) specialists.• Workforce Planning: Oversee capacity planning, roster management, and hiring strategies to ensure seamless 24/7 service coverage.• Performance Tracking: Utilize operational performance tools to monitor productivity, turnaround times, and customer satisfaction (CSAT/NPS).Financial & P&L Management• Budgeting: Manage the P&L for the operational unit, implementing cost-control measures while maximizing resource utilization• Growth: Support hunting and farming teams drive business growthProcess Improvement & Compliance• Continuous Improvement: Identify operational bottlenecks and lead process optimization initiatives, specifically within booking workflows, GDS navigation, and ticketing.• Risk & Compliance: Ensure compliance with global travel regulations, data protection standards (GDPR/PCI), and client-specific corporate travel policies • Business Continuity: Develop and maintain contingency and disaster recovery plans to manage severe disruptions (e.g., severe weather, global crises).

Qualifications

Qualifications & Requirements• Experience: 12+ years in BPO operations, with at least 5 years in a senior leadership role overseeing large teams (250+ FTEs) • Domain Expertise: Demonstrated experience managing corporate travel accounts, including hands-on familiarity with GDS systems (e.g., Amadeus, Sabre, Galileo) and T&E software.• Skills: Strong analytical and business acumen, crisis management abilities, • Education: Bachelor’s degree in Business Administration, Operations Management, or a related field (MBA is highly preferred)