Business Improvement Manager - Air Fulfilment, Content and Operations

Flight Centre Travel Group; Auckland; On-site; NZD 80,000 - 100,000; Full time

Job summary

A leading travel company in Auckland is seeking a Business Improvement Manager. This role focuses on enhancing processes and efficiency in Air Fulfilment and Content Distribution. Candidates must have a minimum of 5 years in the travel industry and 3 years in system administration roles. The position offers a dynamic environment with significant opportunities for professional growth and employee benefits.

Benefits

Inclusive company culture

Individualized learning and development options

Employee discounts and travel benefits

Mental health support

Corporate social responsibility programs

Qualifications

• Minimum 5 years' travel industry experience.
• 3 years working in system admin roles or with off-shore partners.
• Strong understanding of Air Fulfilment (Ticketing).
• Experience with new product development and product delivery.

Responsibilities

• Manage offshore relationships and proactively monitor performance.
• Facilitate testing of systems and automation management.
• Design systems or processes maximizing productivity.
• Lead small to medium-sized projects.
• Work with subject matter experts to transition new work.

Skills

Travel industry experience

System admin experience

Understanding of Air Fulfilment

Process design

Customer/product analysis

Job description

About the Opportunity

This is a unique role that requires a dynamic individual with a combined passion for Air Fulfilment, Content Distribution and Process Improvement.

You will collaborate with key stakeholders across Supply and our partners, to identify areas within our business where processes, operations, or strategies can be enhanced to improve efficiency, productivity, and overall performance. You will analyse existing workflows, gather data, and collaborate with stakeholders to identify opportunities for improvement.

Business Improvement Managers develop and implement strategies, initiatives, and programs to address these opportunities, aiming to optimise resources, reduce costs, and increase profitability. They also monitor and evaluate the impact of their initiatives, adjusting strategies as needed to ensure continuous improvement.

Your goal is to drive positive change and foster a culture of innovation and excellence within our fulfillment and content distribution functions.

What you will be doing

• Offshore management – Relationship and resource management and proactively monitoring performance and SLAs. Responsible for the continuous Improvement of business and operational processes within Air Systems team, including our offshore partners.
• System Admin & Maintenance - facilitate and may participate in testing of systems and release management. Automation management - manages RPA (Robotics Process Automation) & Chat bots to ensure maximum uptake
• Designing and deploying systems or processes which maximise consultant productivity, automation, and efficiency across the business, including our offshore partners
• May lead small to medium sized projects using project methodologies
• May also be involved in large projects or programs of work as a team member
• Communicate regular priority and status updates to relevant stakeholders
• Work with subject matter experts, technical specialists to effectively transition new work to offshore partners
• Analyse, validate and document current and future state requirements and processes
• Identification and communication of risk and issues
• Work with the change team to articulate and communicate stakeholder impacts
• Provide expertise for the purpose of participating in on- training
• Work with training to review and provide feedback on the training materials
• Work with change specialists and business leaders to champion change and integrate the processes back into the business

What you will need

Essential

• Minimum 5 years' travel industry experience
• 3 years working in system admin roles or with off-shore partners
• Strong understanding of Air Fulfilment (Ticketing), content distribution systems and booking flows
• Experience with new product development, product delivery, customer/product analysis
• Process design and/or business analysis

Added Advantage

• Multi GDS knowledge
• Project management experience using methodologies and practices
• Senior leadership /experience in an influential role desirable

Hours

The business hours are Monday to Friday from 8:30 am to 5:30 pm – plus some reasonable outside of standard office hours to service global business partners

What you'll Enjoy

• Culture: you will be employed by an inclusive company that offers a team culture like no other in the industry - Flight Centre Travel Group Australia is proud to be a certified Great Place To Work® Australia New Zealand Pty Lt
• Our People: FCTG is an Equal Opportunity Employer and encourage all suitably qualified applicants to apply
• Development: Individualised Learning & Development pathway options
• Exclusive Staff Discounts: Accessible via our employee-only portal with leading retailers, health and wellness discounts, financial planning advice, employee share plan and more
• Travel Discounts: Including family and friends - flights, hotels, tours, cruises, travel insurance and more
• Brightness of Future: Career opportunities in a network of brands and businesses across the globe - we promote from within
• Mental Health: Support and Employee Assistance Program for staff and family
• Social: Regular awards nights, social team-building and industry events, with the opportunity to attend global conferences (Bangkok in 2026!)
• Giving Back: Corporate Social Responsibility program supporting nominated charities through Workplace Giving, volunteering and fundraising; paid parental and volunteer leave
• Sustainability: The protection of our environment is essential to the future of tourism, as a leading travel group, we have made efforts to affect positive change to the environment