Senior Associate - Operations

Company Description

WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS Costa Rica - Launched in 2009, the WNS Costa Rica delivery center is fully functional and scalable, We are spread across more than nine countries across North America, South America, and Europe serving various industries like Retail and Consumer Packaged Goods, and Insurance with Strong socio-political factors such as political and economic stability, highest literacy rate in the region and a sizeable young and educated population having a strong multi-lingual population with English, French, Portuguese, Spanish, etc.Why Join Us?At WNS, our mission is to enable clients to outperform with our passion for service and innovation. At the heart of each client engagement is our pursuit to understand our client’s business, and create impactful solutions that can drive agility and excellence into their business processes. Our promise of outperformance stems from our deep domain expertise, partnership approach and a global delivery network.Our mission as an organization is guided by our CIRCLE of values: Client First, Integrity, Respect, Collaboration, Learning, Excellence.We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core.

Job Description

• Contribution to customer conversion projects from planning to delivering.
• Planning o Validating customer requirements to make it a successful project.
• Collaborate with customer, account team to define project deliverables.
• Collaborate with internal and external project team members to ensure full understanding of each task.
• Delivery Successful and on-time delivery of assigned tasks.
• Install and configure client standard products.
• Design customized training.
• Conduct onsite and/or virtual training for customers agents.
• Customer virtual/onsite assistance with floor walking in a day-to-day operations environment.
• Work closely with regional delivery team, customer support teams & across all operational verticals In Scope
• Supporting planning and requirements gathering
• Identifying existing workflows, and designing future flowsIdentifying products according to customer needs
• Product Demonstration (Sabre Red 360, Automation Hub, Ticket Express, others)
• Agent Training
• Go Live support
• Documenting and Tracking issues
• Logging time on Workday

Qualifications

Skillsets & Experience

• Minimum 2 years of hands-on GDS experience; functional Sabre knowledge is a plus.
• Proven experience in travel industry, including Travel Agency E2E workflow & commonoperations knowledge
• Strong communication and interpersonal skills with the ability to collaborate effectively with diverse team.
• Proficiency in creating and delivering formal training programs and presentations

Languages:

• Must-have: Proficiency in English
• Nice to Have: Proficiency in Spanish or French as a second language.

Team player with experience of working with different cultures in a global environment

Nice to have:

• Experience in customer implementations, project management experience.
• Functional and technical experience on customer facing functions primarily focused on technical troubleshooting and/or system support and/or analysis.
• Experience with travel distribution/reservation systems.