Senior Manager Operations

Position: Senior Manager – Airlines (Claims Operations)About IGT SolutionsIGT Solutions Pvt. Ltd. is a leading IT and BPM services provider focused on delivering innovation and business excellence across the Travel, Transportation, and Hospitality domain. With over 10,000+ travel industry professionals and 15 global delivery centers, IGT provides IT-BPM services including Application Development, Contact Center Operations, Claims Management, Analytics, and Testing.We partner with top global airlines, OTAs, cruise lines, railways, and hotel chains to deliver seamless customer experiences and process excellence. IGT is committed to fostering a diverse, inclusive, and harassment-free workplace for all employees.Roles and ResponsibilitiesLead and manage a large team (150–200 members) responsible for airline claims operations – including baggage, refund, and disruption-related claims.Ensure end-to-end claims processing within defined SLAs and quality parameters.Drive performance management through consistent monitoring of productivity, quality, and adherence metrics (AHT, TAT, Accuracy, etc.).Provide on-floor support and efficiently manage customer and client escalations related to claim settlements.Conduct root cause analysis on claim discrepancies and implement process improvements to reduce errors and improve resolution time.Identify training needs (TNI) and implement effective coaching and development plans to enhance team capabilities.Conduct weekly performance reviews and feedback sessions to ensure continuous improvement.Work closely with Quality and Process Excellence teams to drive CSAT and NPS improvements through actionable insights.Ensure compliance with airline policies, service level agreements, and data protection guidelines.Maintain team discipline and create a positive, collaborative, and performance-driven work environment.Demonstrate strong communication and stakeholder management skills (both written and verbal).Prepare and analyze operational reports using MS Excel, dashboards, and internal claims management tools.Candidate ProfileProven experience managing airline claims, refund, or irregular operations (IROPS) processes in an international or BPO environment.Prior experience in team handling or leadership roles within airline operations or claims management.Strong people management, coaching, and conflict resolution skills.Excellent analytical, communication, and problem-solving abilities.Flexible to work in 24x7 rotational shifts.Organized, proactive, and methodical in managing large-scale operations.Must be willing to work from office (Bhopal).Perks and Benefits5–6 day work weekDynamic, multicultural, and growth-oriented environmentInclusive and supportive company cultureOpportunities for professional development and career advancementEqual Opportunity EmployerIGT Solutions is committed to creating a diverse and inclusive work environment. All qualified applicants will receive consideration without regard to age, gender, identity, orientation, race, nationality, or disability.