Senior Analyst

Job Description

JD Analyst / Sr. Analyst (Sales Support) Department CX – Operations – Sales Support Location Pune Reports Toc Team Leader Operations – Sales Support Key Responsibilities 1. Request Management Complete Company training modules (DNA, GTM market, Product learning sessions) Understand and follow Company ordering flows and guidelines Translate customer emails into actionable orders by gathering, validating, and inputting accurate information based on Company requirements Ensure each request aligns with market-specific requirements and contract terms Manage requests end-to-end—including email receipt, order creation, follow-up, and customer validation—within agreed Service Level Targets (SLTs) 2. Security & Legal Compliance Undertaking training related to security and legal obligations linked to sales support activities Execute all requests in accordance with the Company’s security policies and legal frameworks, especially regarding subscriber agreements 3. Support to Commercial Team Assist commercial teams in gathering accurate information by guiding their communication with customers 4. Continuous Improvement Actively contributes to the enhancement and optimization of internal processes and procedures through feedback and experience Qualifications & Experience Education: University degree or equivalent professional experience Experience: 3–5 years in an Online Travel Agency (OTA) or similar work environment with hands-on experience with Amadeus GDS Domain Knowledge: Understanding of Travel Industry Standards (IATA, BSP/ARC, AOG, ICAO) Technical Skills Computing: Proficient in Microsoft Office, Confluence, SharePoint, and Outlook Language: Fluent in English (Versant level: C1); additional languages are a plus Core Competencies Accountability: Takes ownership of tasks and reliably delivers results Business Acumen: Understands the broader Company business context and how their role contributes Technical Excellence: Demonstrates a high level of functional and technical ability Customer Focus: Understands and anticipates customer needs Communication: Communicates clearly and listens actively Building Relationships: Displays a collaborative and team-oriented mindset Leading Self: Demonstrates self-awareness, initiative, and continuous self-development Analytical Thinking: Investigates issues, sources relevant information, and forms sound conclusions Adaptability & Flexibility: Adjusts effectively to changing demands and situations