Operations Manager – Quality & Training

Location: Mumbai

Join our global team for a career filled with opportunities to solve challenges both small and large, local and global, simple and complex.

Wilhelmsen Ship Management is a third-party ship manager providing various services across the globe. With a huge strength of Employee and Seafarers, we own and operate the world’s largest Maritime Network in more than 70 countries.

We are now building a dynamic, fast-growing travel start-up looking for enthusiastic and driven individuals to help us reshape the future of travel in our reputed organization. Be part of something exciting from the ground up, with room for professional growth & development. We are seeking a highly motivated and experienced Operations Manager - Quality & Training to join our dynamic team in Wilhelmsen Ship Management India Ltd.

The ideal candidate should have a passion for service excellence, people development, continuous improvement, and a deep understanding of marine and corporate travel operations. This is an exciting opportunity for individuals who are passionate about driving quality standards and building high-performing teams.

Main Responsibilities and Tasks

The position is responsible for performing the following activities

Quality Assurance & Compliance: Ensure operational activities adhere to defined quality standards, SOPs, client requirements, and agreed SLAs. Conduct regular audits and quality reviews to identify improvement opportunities.

Training & Development: Develop, coordinate, and deliver onboarding, refresher, and advanced training programs for marine and corporate travel consultants to ensure required competency levels are maintained.

Quality Monitoring: Monitor transaction quality, service delivery standards, booking accuracy, ticketing compliance, and customer interactions through structured quality assessments and evaluations.

Performance Improvement: Analyze quality scores, operational performance, customer feedback, and audit findings to identify knowledge gaps and implement corrective action plans.

Staff Errors/ADMs: Investigate staff errors, ADMs, and operational deviations. Implement preventive measures, coaching plans, and targeted training to minimize recurrence.

Knowledge Management: Maintain and regularly update training materials, process documents, SOPs, airline policies, client requirements, and knowledge repositories.

Calibration & Coaching: Conduct regular calibration sessions with Team Leaders and Operations Managers to ensure consistency in quality standards and evaluations. Provide coaching and mentoring where required.

Client Satisfaction: Monitor customer feedback and service quality trends to ensure defined client satisfaction parameters are achieved and exceeded.

Inter Department and Vendor Coordination: Work closely with Operations, Product, Technology, Vendors, and other stakeholders to ensure seamless implementation of quality and training initiatives.

Compliance: Ensure strict adherence to data privacy, protection, confidentiality, and internal compliance requirements.

Reporting & Analytics: Prepare regular quality, training, and performance reports. Present insights, trends, and recommendations to management for continuous improvement.

Team Management: Manage Quality and Training resources, conduct appraisals, performance reviews, development discussions, and establish KPIs for team members.

Continuous Improvement: Drive quality improvement projects, process excellence initiatives, automation adoption, and operational best practices across the organization.

Others

Carry out any other instructions as and when assigned by superior (ad-hoc issues).

Mandatory Requirements

• Proficiency in using travel management technologies and GDS.
• Strong understanding of marine and corporate travel processes.
• Experience handling multi-national crew travel. Experience handling Filipino and Indian crew is an advantage along with European crew.
• Good knowledge of European sectors along with other markets like Asia & Americas.
• Experience in quality management, training delivery, coaching, or operational excellence within the travel industry.
• Minimum 5+ years of experience in marine and corporate travel, with exposure to Quality and/or Training functions.
• Must have handled a team before.
• Experience using COMPAS or similar crew management tools is an advantage.
• Strong analytical skills with experience in reporting, audits, and root cause analysis.
• Good proficiency in English, both oral and written.
• IATA certified or equivalent.

Competency Requirement

Management & Professional

Customer Focus

Quality Orientation

Learning & Development

Problem Solving & Decision Making

Team Commitment

Coaching & Mentoring

Communication & Influencing

Continuous Improvement Mindset

Creativity & Innovation

Professionalism

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