Senior Executive

2 days ago

India IN Gurgaon C Gurgaon Operations Management Full time ₹ 12,00,000 - ₹ 36,00,000 per year

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.

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