Senior Manager

Key Responsibilities:

• Lead and manage the operations team handling airline bookings, ticketing, reissuance, refunds, and itinerary management.
• Ensure strong command and daily operational usage of Amadeus and Galileo GDS systems.
• Monitor team performance, productivity, and service quality to meet business SLAs and KPIs.
• Handle escalations related to reservations, ticketing, fare rules, and complex itineraries.
• Develop and implement operational processes to improve efficiency and accuracy.
• Collaborate with internal stakeholders such as sales, finance, and customer experience teams.
• Train, mentor, and coach team members on GDS usage and operational excellence.
• Ensure compliance with airline policies, industry standards, and company guidelines.
• Drive continuous improvement initiatives and automation in operations.
• Manage and lead a team of 810 operations executives / team leads.
• Conduct performance reviews, goal setting, and development planning.
• Prepare MIS reports and operational insights for leadership

Desired Experience:

• 1015 years of experience in travel operations with strong hands-on experience in manual ticketing using GDS systems Amadeus and Galileo.
• Proven expertise in international and domestic ticketing, fare construction, reissuance, refunds, and complex itinerary handling.
• Prior experience in team handling and managing operations teams within the travel domain.
• Experience in handling high-volume booking environments and operational escalations.