Assistant Manager Operations

Job Title: Assistant Manager - Operations (B2B Travel Operations)

Location: Gurgaon
Shift: Flexible to work in rotational shifts, including US shifts (if applicable)

Job Summary

We are seeking an experienced Assistant Manager - Operations to lead and manage B2B travel operations with a strong focus on airline fare management, ticketing, reissues, refunds, and client servicing. The ideal candidate should have hands-on experience in Sabre and/or Amadeus GDS, extensive knowledge of international fare construction, and a proven track record of managing operational teams while ensuring service excellence and SLA adherence.

Key Responsibilities

• Manage end-to-end B2B travel operations, ensuring seamless support for corporate clients, travel partners, and stakeholders.
• Oversee international fare quotations, fare construction, pricing requests, and ticketing activities.
• Handle complex ticketing transactions, including reissues, exchanges, partial refunds, and tax calculations.
• Interpret and apply airline fare rules, routing regulations, and industry guidelines to resolve customer and operational queries.
• Drive operational efficiency, productivity, quality, and compliance with defined SLAs and KPIs.
• Monitor daily operations, identify process improvement opportunities, and implement best practices to enhance service delivery.
• Ensure adherence to airline policies, industry regulations, and organizational standards.
• Support escalation management and provide timely resolution to complex fare and ticketing issues.
• Collaborate with internal teams and external partners to ensure smooth operational workflows.
• Lead, mentor, and develop team members to achieve performance and quality objectives.

Required Skills & Qualifications

• Bachelor's degree in any discipline.

• 5-8 years of experience in B2B Travel Operations, with at least 2 years in a team lead or supervisory role.

• Strong working knowledge of Amadeus and/or Sabre GDS (Cryptic Commands Mandatory).

• Expertise in:

• International Fare Construction

• Fare Rules Interpretation

• Ticketing & Reissues

• Partial Refund Calculations

• Tax Calculations

• Airline Routing Regulations

• Strong understanding of airline and travel industry processes.

• Excellent analytical, problem-solving, and decision-making abilities.

• Strong stakeholder management and customer service skills.

• Excellent verbal and written communication skills.

• Ability to manage multiple priorities in a fast-paced environment.

Preferred Profile

• Experience handling high-volume B2B travel operations.
• Proven ability to lead teams and drive operational excellence.
• Strong focus on quality, productivity, and customer satisfaction.
• Ability to manage escalations and deliver solutions within defined turnaround times.