Team Leader

Special Note
This role comes under "CoreOps Service Private Limited", Air Arabia's newly launched Global Capability Center in Pune, India.

CoreOps Services Private Limited (a subsidiary of Air Arabia PJSC) caters to the global business operations of the Air Arabia group and provides operations support to the Air Arabia parent company as well as its subsidiaries, joint ventures and associates worldwide. CoreOps" focuses on centralizing, standardizing, and streamlining processes for efficient functioning of the business

Job Purpose
To lead the Sales Support team responsible for executing user access, ticketing, and group sales processing for travel trade partners and group sales clients. The role supervises daily operations, ensures adherence to commercial policies and SOPs, manages escalations, monitors SLA performance, and coordinates with Sales, Commercial, and IT to ensure business continuity and a high level of service delivery. The Team Leader acts as the first escalation point for trade partners, ensures consistent application of fare rules and policies, and contributes to revenue generation through proactive support of commercial activities.

Key Result Responsibilities

• Supervise daily workflow of Sales Support team members, ensuring timely processing of tickets, group bookings, user access, and exceptions.
• Allocate and monitor workload to meet SLAs, service standards, and commercial priorities.
• Review processed transactions for accuracy and compliance with SOPs and fare policies.
• Ensure proper documentation, record-keeping, and system accuracy across assigned functions.
• Act as a primary escalation point for complex trade partner and group sales queries.
• Coordinate escalations with Sales, Revenue Management, IT, and Customer Support as required.
• Provide guidance to team members in resolving system issues, fare disputes, or exception requests.
• Support Sales in executing group sales offers, promotional campaigns, and trade partner initiatives.
• Ensure commercial directives, fare rules, and policies are accurately applied in daily operations.
• Highlight recurring operational issues that may impact commercial performance.
• Enforce adherence to airline policies, fare rules, SOPs, and compliance standards.
• Conduct periodic quality checks and ensure corrective actions are implemented.
• Maintain proper usage of GDS, reservation systems, and internal tools in line with operational standards.
• Track team performance, SLA adherence, productivity metrics, and error rates.

Key Result Responsibilities - Continued

• Prepare operational and commercial reports on group sales volumes, ticketing exception trends, and trade partner issues.
• Provide data insights to support management decision-making and continuous improvement.
• Provide coaching, on-the-job training, and guidance for Sales Support team members.
• Support onboarding of new team members and upskilling of existing staff.
• Promote teamwork, knowledge sharing, and continuous improvement culture. People Management:
• Provides direction, coaching and guidance to team members for their career and professional development.
• Creates a conducive working environment to build and sustain a performance driven, engaged, and committed team.
• Ensures people management responsibilities are handled effectively in line with company procedures.

Qualifications (Academic, Training, Languages)

• Bachelor's degree in Business Administration, Travel & Tourism, Aviation Management, or related discipline. IATA or GDS certification (Amadeus, Sabre, Galileo) is an advantage.
• Proficiency in airline systems and GDS platforms (Amadeus, Sabre, Galileo). Knowledge of airline commercial procedures, fare rules, and group booking environments is essential.
• Microsoft Office Suite and airline-specific platforms. Strong communication and stakeholder management skills. Analytical skills with the ability to interpret data and identify performance issues.
• Strong problem-solving ability with attention to detail.
• Fluent in English Language.
• Capability to coach, supervise, and guide operational teams.

Work Experience

• 5+ years of experience in airline reservations, ticketing, GDS operations, or travel trade support.
• Minimum 1–2 years in a supervisory, team leader, or acting-lead capacity preferred.
• Experience supporting group sales or trade travel operations is strongly preferred.