Senior Executive II - B2B Travel Operations

Air Arabia; Maharashtra; On-site; INR 700,000 - 1,200,000; Full time

Job summary

Air Arabia seeks an experienced B2B Operations leader to manage the Cozmo Hub platform and deliver end-to-end travel services for Cozmo B2B agents in India. You will oversee ticketing, refunds, and itinerary reviews while ensuring adherence to fare rules and airline policies.

You will build strong sub-agent relationships, drive sales across tickets, holidays, hotels, and visa services, and monitor key performance metrics. Fluency in English and Hindi is required.

Qualifications

• Bachelor’s degree or equivalent in a related field.
• IATA/UFTAA or GDS certification is an advantage.
• Excellent communication, negotiation, and problem-solving skills.
• Ability to remain calm and decisive under pressure and tight deadlines.
• Proficiency in at least one GDS (Amadeus / Galileo / Sabre) with knowledge of fares, ticketing, re-issuance.
• Understanding of LCC booking, NDC content, BSP processes, fare rules and airline policies.
• Working knowledge of B2B travel platforms, booking engines, and CRM/ticketing tools; advanced MS Office skills.
• Fluent in English and Hindi; strong people management capabilities.

Responsibilities

• Oversee end-to-end fulfilment of travel services for Cozmo B2B agents via Cozmo Hub platform.
• Ensure accurate issuance, reissue, refunds, cancellations, name corrections, and date changes according to fare rules.
• Report offline transactions timely and ensure correct agent selection for online and offline transactions.
• Review complex itineraries, group bookings, multi-city and special fare requests before ticketing.
• Manage bookings through GDS, LCC portals, NDC channels, and consolidator systems.
• Monitor schedule changes and disruptions; re-accommodate affected customers proactively.
• Prevent ADM issues and handle refunds and error-free transactions.
• Build and sustain relationships with sub-agents to foster partnerships and drive sales.
• Provide timely product updates, promotions, and commercial guidance to sub-agents.
• Handle complaints professionally and prevent recurrence; ensure SOP compliance.
• Monitor performance metrics like turnaround time, ticketing accuracy, refund TAT, agent satisfaction and revenue targets.
• Coordinate with Head Office operations, Sales, and Product teams for market feedback.

Skills

Leadership

Negotiation

Communication

Problem-solving

Education

Bachelor's degree

IATA/UFTAA or GDS certification

Tools

Amadeus / Galileo / Sabre

MS Office

CRM systems

Job description

Job Purpose

Responsible for leading the B2B Operations team in delivering end-to-end travel services to Cozmo B2B agents through the Cozmo Hub platform, ensuring efficient operations and exceptional service delivery.

Job Purpose

Responsible for leading the B2B Operations team in delivering end-to-end travel services to Cozmo B2B agents through the Cozmo Hub platform, ensuring efficient operations and exceptional service delivery.

Key Result Responsibilities

• Oversee end-to-end fulfilment of all travel services requested by Cozmo B2B agents using Cozmo Hub platform, including airline tickets, hotels, holidays, visa services, insurance, and transfers.
• Ensure accurate and timely issuance, reissue, refund, cancellation, name correction, and date change of tickets in line with fare rules and airline policies.
• Ensure timely and accurate reporting of offline transactions, correct agent selection for both offline and online transactions.
• Review and quality-check complex itineraries, group bookings, multi-city and special fare requests before ticketing.
• Manage bookings through GDS, LCC portals, NDC channels, and consolidator systems, ensuring optimum fares and correct fare-rule application.
• Monitor schedule changes, airline disruptions, and cancellations, and proactively inform and re-accommodate affected agents' customers.
• Ensure ADM prevention, refund claims, error free transaction.
• Build, develop, and maintain strong relationships with existing and prospective sub-agents to establish long-term business partnerships.
• Drive sales of airline tickets, holidays, hotels, visa services, insurance, transfers, and other travel products through the Cozmo Travel B2B platform (Cozmo Hub).
• Ensure assigned sub-agents receive timely support, product updates, promotional offers, and commercial guidance.
• Handle agent complaints and feedback professionally, resolving issues promptly and preventing recurrence.
• Ensure efficient execution of B2B operation processes and adherence to company policies, SOPs, and airline/supplier regulations.
• Monitor performance metrics such as turnaround time, first-response time, ticketing accuracy, refund TAT, agent satisfaction, and revenue/margin targets.
• Closely connect with Head office operation team, Sales, and Product teams to share market feedback, competitor insights, and agent requirements.

Qualifications (Academic, Training, Languages)

• Bachelor's degree in a related field.
• IATA/UFTAA or GDS certification is an advantage.
• Excellent communication, negotiation, and problem-solving skills.
• Ability to remain calm and decisive under pressure and tight deadlines.
• High attention to detail with a customer-first mindset.
• Proficiency in at least one GDS (Amadeus / Galileo / Sabre) with strong knowledge of fares, ticketing, and re-issuance.
• Sound understanding of LCC airline booking process, NDC content, BSP processes, fare rules, and airline policies.
• Working knowledge of B2B travel platforms, booking engines, and CRM/ticketing tools; advanced MS Office skills.
• Fluent in English and Hindi Languages. 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.

Work Experience

• With 4 - 6 years of experience in B2B operation within the travel industry,
• Out of which a minimum of 2 years of team leadership or supervisory experience.