Team Leader

6 days ago

Mumbai, Maharashtra, India Etraveli Group Full time

About Etraveli Group

Etraveli Group is a leading provider of technology solutions and fulfillment capabilities for the online sales of flights. Our mission is to make the travel industry more efficient and reliable for our customers and partners.

We operate several consumer online travel agency brands like Mytrip, GoToGate & Flight Network and serve Booking.com with flights. We also partner with companies like Skyscanner, Google Flights, TUI, etc.

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

Purpose of the MLP Team

The MLP Team is responsible for evaluating retail losses caused by human errors and identifying patterns and trends to implement preventative measures. Through data analysis and process improvement, the team aims to enhance efficiency, reduce errors, and drive long-term operational improvements.

Role of the Team Leader

The Team Leader plays a critical role in ensuring qualitative results are delivered within set targets and SLAs. This position requires a proactive leader who can motivate, inspire, and support team members while fostering an environment of trust, open communication, and continuous improvement.

The Team Leader is responsible for monitoring performance, maintaining high standards, and driving operational excellence, ensuring alignment with company strategy and values. A key aspect of the role is facilitating seamless information flow, identifying areas for improvement, and implementing best practices to enhance team efficiency.

This position reports to the Monetary Loss Prevention Manager and is based in Mumbai.

Responsibilities:

  • Lead & Support: Train, mentor, and guide team members to improve performance and career growth.
  • Performance Monitoring: Track KPIs, assess quality and provide constructive feedback.
  • Operational Oversight: Manage schedules, ensure SLA compliance, and oversee daily workflows.
  • Process Optimization: Identify inefficiencies, drive automation, and implement best practices.
  • Data Analysis: Use reports and dashboards to monitor trends, measure improvements, and support decision-making.
  • Problem Solving: Step in when necessary to assist the team in resolving issues and challenges.
  • Recognition & Motivation: Foster engagement by celebrating individual and team achievements.

Requirements

Qualifications & Experience

  • 4-5 years in the Online Travel Agency/Airline industry with expertise in GDS systems (Amadeus, Sabre, Galileo), NDC, LCC, and BSP.
  • 2-3 years in team leadership, coaching, and performance management.
  • Strong analytical skills with proficiency in MS Office (Excel), Google Suite, and reporting tools (QlikSense, Looker).
  • Experience in customer service, quality, and process optimization.
  • Excellent written and verbal communication skills in English (additional languages are a plus).

Key Competencies

  • Leadership & Team Management: Ability to develop talent, motivate teams, and drive performance improvements.
  • Analytical & Problem-Solving Skills: Strong data-driven mindset with the ability to analyze reports and optimize processes.
  • Communication & Emotional Intelligence: Excellent interpersonal skills, empathy, and a proactive approach to team engagement.
  • Attention to Detail: Ability to maintain quality standards, accuracy, and compliance under pressure.

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