GDS Travel Operations Lead

Our Clients; Pasay; On-site; PHP 1,339,200 - 2,008,800; Full time

Job summary

The Assistant Manager – GDS Travel at Our Clients will lead day-to-day operations of travel services teams to deliver high-quality reservation, ticketing, and support using GDS. You will drive performance, develop leaders, and ensure compliance with airline policies and client requirements.

Responsibilities include managing SLAs, coaching teams, monitoring KPIs, handling escalations, collaborating with QA and Training, and presenting operational reviews to senior leadership and clients in a

Qualifications

• Bachelor's degree in Tourism, Hospitality Management, Business Administration, or related field.
• Minimum 5 years of experience in travel operations, airline reservations, or travel BPO/shared services.
• At least 2 years in a supervisory or leadership role managing travel operations teams.
• Hands-on experience with GDS such as Amadeus, Sabre, or Travelport (Galileo/Apollo).
• Strong knowledge of airline reservations, ticketing, fare construction, exchanges, refunds, and travel industry standards.
• Experience managing client relationships and operational metrics is highly preferred.

Responsibilities

• Manage daily operations of GDS Travel teams, ensuring SLAs, productivity, quality, and customer satisfaction targets are consistently achieved.
• Lead, coach, and develop Team Leaders and travel consultants through regular performance reviews, coaching sessions, and career development initiatives.
• Monitor operational performance using KPIs and implement action plans to improve efficiency and service quality.
• Oversee travel operations, including airline reservations, ticketing, reissuance, exchanges, refunds, schedule changes, fare calculations, and itinerary management.
• Ensure compliance with airline policies, client requirements, travel regulations, and organizational standards.
• Manage customer and client escalations, ensuring timely resolution while maintaining high levels of customer satisfaction.
• Collaborate with Quality Assurance, Training, Workforce Management, and other support teams to drive continuous improvement initiatives.
• Analyze operational reports, identify trends, and recommend process improvements to enhance productivity, accuracy, and customer experience.
• Support client implementations, business transitions, system enhancements, and process updates.
• Prepare and present operational reports, business reviews, and performance updates to senior leadership and clients.
• Optimize resource utilization, workforce planning, and staffing to meet changing business demands.
• Foster a culture of accountability, collaboration, continuous learning, and operational excellence.

Skills

Leadership

GDS Expertise

Airline Reservations

Ticketing Operations

Client Relationship Mgmt

Customer Service

Analytical Thinking

Process Improvement

Communication Skills

Excel & PowerPoint

Education

Bachelor's degree

Travel/BPO experience

Tools

Amadeus

Sabre

Travelport Galileo

Travelport Apollo

Job description

The Assistant Manager – GDS Travel at Our Clients will lead day-to-day operations of travel services teams to deliver high-quality reservation, ticketing, and support using GDS. You will drive performance, develop leaders, and ensure compliance with airline policies and client requirements.

Responsibilities include managing SLAs, coaching teams, monitoring KPIs, handling escalations, collaborating with QA and Training, and presenting operational reviews to senior leadership and clients in a