Team Lead (Travel process)

TP; Thane; On-site; INR 900,000 - 1,300,000; Full time

Job summary

TP in Thane seeks an experienced Team Lead - Travel Process to manage a team of travel consultants. You will oversee daily operations, coach staff, and ensure service excellence using Amadeus and Galileo GDS platforms.

The ideal candidate brings 4+ years in Travel Operations with leadership exposure, strong analytics, and a focus on quality and SLA compliance. Rotational shifts, including nights, are required.

Qualifications

• Bachelor's degree in any discipline.
• 4+ years of experience in Travel Operations, with at least 1-2 years in a Team Lead or Supervisory role.
• GDS systems: Amadeus and Galileo (mandatory).
• Experience in flight reservations, ticketing, reissues, refunds, and itinerary management.
• Excellent people management and team handling skills.
• Strong analytical, problem-solving, and decision-making abilities.
• Effective verbal and written communication skills.
• Proficiency in Microsoft Excel and reporting tools.
• Ability to work in rotational shifts, including night shifts.

Responsibilities

• Lead, mentor, and motivate a team of travel consultants to achieve operational and performance targets.
• Monitor daily workflow and ensure timely handling of customer travel requests.
• Manage escalations and resolve complex travel-related issues.
• Ensure adherence to quality standards, SLAs, and company policies.
• Conduct regular team meetings, coaching sessions, and performance reviews.
• Prepare and analyze operational reports, productivity metrics, and quality scores.
• Coordinate with internal stakeholders and clients to ensure seamless service delivery.
• Support hiring, onboarding, and training initiatives for new team members.
• Drive continuous process improvements and operational efficiencies.
• Ensure 24x7 operational coverage through rotational shift management.

Skills

Leadership

Team management

Communication

Analytical

Problem-solving

Reporting

Education

Bachelor's degree

Tools

Amadeus

Galileo

Job description

Shift: Rotational Shifts (Including Night Shifts)

Experience: 4-8 Years in Travel Operations

Job Summary

We are seeking an experienced and dynamic Team Lead - Travel Process to manage and lead a team of travel consultants. The ideal candidate should possess strong leadership skills, hands-on experience in travel operations, and sound knowledge of GDS platforms such as Amadeus and Galileo. The role requires managing daily operations, ensuring service excellence, driving team performance, and supporting business objectives.

Key Responsibilities

• Lead, mentor, and motivate a team of travel consultants to achieve operational and performance targets.
• Monitor daily workflow and ensure timely handling of customer travel requests.
• Manage escalations and resolve complex travel-related issues.
• Ensure adherence to quality standards, SLAs, and company policies.
• Conduct regular team meetings, coaching sessions, and performance reviews.
• Prepare and analyze operational reports, productivity metrics, and quality scores.
• Coordinate with internal stakeholders and clients to ensure seamless service delivery.
• Support hiring, onboarding, and training initiatives for new team members.
• Drive continuous process improvements and operational efficiencies.
• Ensure 24x7 operational coverage through rotational shift management.

Required Skills & Qualifications

• Bachelor's degree in any discipline.
• 4+ years of experience in Travel Operations, with at least 1-2 years in a Team Lead or Supervisory role.
• GDS systems: Amadeus and Galileo (mandatory).
• Experience in flight reservations, ticketing, reissues, refunds, and itinerary management.
• Excellent people management and team handling skills.
• Strong analytical, problem-solving, and decision-making abilities.
• Effective verbal and written communication skills.
• Proficiency in Microsoft Excel and reporting tools.
• Ability to work in rotational shifts, including night shifts.

Preferred Skills

• Experience in international travel processes.
• Knowledge of airline fare rules and travel industry regulations.
• Exposure to quality management and process improvement initiatives.
• Client-facing experience in a BPO, Travel Management Company (TMC), or travel operations environment.
• Leadership & Team Management
• Customer Focus
• Stakeholder Management
• Performance Management
• Process Improvement
• Decision Making
• Time Management

Note:

Candidates must be comfortable working from the Thane location in rotational shifts, including night shifts, and should have hands-on expertise in both Amadeus and Galileo GDS systems.