Manager | Refunds_secondline

Etraveli Group is the globally leading company for tech solutions and fulfillment capabilities for online sales of flights.

We are here to solve complexity, by connecting millions of flights and travelers across the globe, from search and selection to trip and beyond.

We hold consumer online travel agency brands like Mytrip, Go To Gate & Flight Network and serve with flights.

Etraveli Group has also established strategic partnerships with companies like Skyscanner, Google Flights, TUI, etc.

Every day we strive to make the world smaller for our customers and bigger for our people.

Our diverse team of more than 2500 passionate professionals is what makes us the industry's tech wonder and the best in the world at what we do.

Major offices in Sweden (HQ), Canada, Greece, India, Poland and Uruguay.

Location:
Mumbai / Pune

Duties & Responsibilities

Manager will look into day-on-day operational activities
Support leads in their daily tasks and routines and need to Mentor develop team leads
Discuss & set personal targets with each team lead, monitoring performance every day
Prepare and review reports.
Callout/highlight performance or behavior if any
Perform skip-level meetings, regular dip checks
Deep dive into processes with leads where automation or processes can improve or be applied
Monitor processes and mishandlings from other departments and raise it whenever required
Set deadlines and action plans to improve on any gaps within performance

Requirements

5+ years overall experience in a Team managing role, Backoffice or Secondline preferred
Leadership skills - ability to engage and mentor a large team, should have managed team leaders in the existing role
Refund knowledge on GDS(Amadeus, Sabre and Galileo), NDCs is required
Analytical and data-driven, have clear understanding of ADMs, productivity, clearance, Automation & Bots
Have skills to manage basic operational metrics such as scheduling, Coverage, Shrinkage & Attritions
Excellent communication skills
Initiative skills (the ability to be resourceful and work independently - resilient, determined, and proactive)

Disclaimer:

At Etraveli Group we value diversity; we pride ourselves on being a company represented by people of all different backgrounds.

During hiring, we are committed to ensure equality and promote diversity in the workplace at every selection stage.

As such, we provide the same opportunities for all candidates regardless of race, religion or belief, gender, nationality, ethnicity, sexual orientation, age, marital status, disability, or any other characteristic protected under any anti-discrimination law or regulation.

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