SME / Team Leader – Travel Industry

Job Description: SME / Team Leader – Travel Industry

Position: Subject Matter Expert (SME) / Team Leader
Location: Ghitorni, New Delhi
Experience Required: Minimum 5+ years in the Travel & Tourism industry
Employment Type: Full-time

About the Role

We are looking for an experienced SME / Team Leader from the travel industry to manage operations and lead a team in Ghitorni. The ideal candidate must bring in-depth industry knowledge, hands-on experience with travel processes, and strong leadership capabilities to ensure smooth workflow, exceptional customer service, and operational excellence.

Key Responsibilities

• Lead and manage a team of travel consultants/executives.
• Act as the Subject Matter Expert for travel processes, GDS, and booking tools.
• Oversee daily operations including ticketing, reservations, amendments, and refunds.
• Handle customer escalations with professionalism and ensure quick resolution.
• Monitor team performance, productivity, and adherence to SLAs/KPIs.
• Provide regular training and process updates to the team.
• Keep updated on airline policies, fare rules, and travel regulations.
• Collaborate with management for workflow improvements and customer satisfaction.
• Prepare performance and operational reports as required.

Requirements

• 5+ years of relevant experience in the travel industry.
• Strong expertise in GDS platforms (Amadeus, Sabre, Galileo, etc.) and online booking tools.
• Prior experience in a Team Leader / Supervisory role is essential.
• Excellent knowledge of ticketing, re-issuance, cancellations, and fare calculations.
• Strong leadership, communication, and problem-solving abilities.
• Ability to manage a team in a fast-paced environment.
• Proficiency in MS Office (Excel, Word, PowerPoint).

Preferred Qualifications

• Experience in handling both domestic & international bookings.
• Exposure to corporate travel / TMC environment.
• Certifications in Travel & Tourism or Airline Systems will be an added advantage.

Job Type: Full-time

Pay: ₹20,000.00 - ₹50,000.00 per month

Benefits:

• Health insurance
• Paid sick time
• Paid time off
• Provident Fund

Work Location: In person