Senior Executive

The Subject Matter Expert (SME) – Travel will be responsible for providing process expertise, ensuring team competency through regular training and knowledge sharing, managing day-to-day operational queries, and acting as a key point of contact for escalations and communication with internal and external partners. The SME plays a critical role in driving service excellence and maintaining compliance with client and company standards.

• Training & Development:

  • Conduct regular training sessions for new hires and existing team members on processes, tools, and client-specific requirements.

  • Prepare and maintain up-to-date training materials, SOPs, and process documentation.

  • Identify skill gaps and implement refresher training programs to ensure consistent service delivery.

• Operational Support:

  • Provide real-time support to team members on complex travel-related queries and booking scenarios.

  • Act as the first point of contact for issue resolution before escalation to management.

  • Ensure adherence to service level agreements (SLAs) and quality standards.

• Escalation & Communication:

  • Handle client and internal escalations effectively, ensuring timely and accurate resolution.

  • Liaise with airline, hotel, GDS, and other travel partners for issue resolution and process clarifications.

  • Communicate process updates and policy changes promptly to the team and relevant stakeholders.

• Process Improvement:

  • Identify recurring issues and recommend process enhancements.

  • Collaborate with cross-functional teams to streamline operations and improve client satisfaction.