Operations Associate

Job Description summary

The Center of Excellence part of our Global Business Services divisions supports our worldwide sourcing and procurement activities. The activities managed within the CoE are procurement operations, contract management, global travel function, tooling support & administration and customer & buying experience services.

We are looking for someone to contribute towards our Global Travel function. The ideal candidate for this role has a proven track record for creating fantastic customer experiences. Someone who knows what world-class customer service looks like and highly motivated to provide timely customer service.

Job Description

The Operations Trainee (Global Travel) manages and/or triages Concur, Egencia & Citibank Corp Card related customer queries from internal customers, as well as external Vendor partners to resolution. The agent will look to analyze patterns of contacts to optimize and enhance experience and provide expertise and solutions to reduce queries.

The Operations Trainee role reports directly into the Manager Operations.

Receive help requests from internal and external users, research, resolve or escalate tickets.

Role involves resolving Travel and Expense queries

Know and be able to explain policies and procedure, if the user must be instructed on the proper policy to answer or complete their request

Monitor escalated requests, follow up as necessary and reporting on status to users as needed

Help define and streamline optimal process to manage customer expectations

Managing defined KPIs and SLA

Define and own inbound engagement experience including but not limited to:

Call routing

Scripting

Customer escalations and complaints

Build meaningful and trustful customer relationships thanks to your proactive and results-driven approach

Identifying training needs and help build and deliver on training content

Be compliant on audit and compliance.

Grow as an SME across all tools within global travel

Key competencies

Strong interpersonal and communication skills - Both written and oral

Proven strong analytical ability to solution problems and drive results

Deep business acumen and strong strategic and conceptual skills

Strong process and financial acumen

Great network orchestrator, energetic and team spirit

Background on Travel tools and ServiceNow Knowledge is a plus

Excellent knowledge of Microsoft and relevant IT tools

Other duties

Manages time and company resources appropriately

Performs other duties as requested by senior leadership

Education and experience

Minimum: Bachelor’s Degree in finance or related discipline;

Minimum Experience: 2-4 years of experience managing internal/external relationships, including:

Solved complex problems to drive value to the organization

Working with cross functional international stakeholders across the company

Defining and implementing change plans

Working with people from a variety of different backgrounds and cultures

Collaborating with multiple internal teams

Demonstrating excellent written and verbal communication

Demonstrating organizational, time management, and multi-tasking skills

Utilizing the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

Other Mandatory Requirements:

Must work from office for minimum of 3 days per week, as laid by the function

Should be flexible in working in shifts:

3 pm IST to 12 am IST

6pm IST to 3 am IST

Candidate should be able to travel on their own to office

Our Interview Practices

To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you - not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.