This role is primarily responsible for effective management of Front & Mid office Travel operations for GBT.The job would entail :Team management for the smooth function of the processes.Contact center management experience Ensure strong governance around Research / Documentation of mid office activities.Customer Interaction and Relationship Management.Identify process improvement opportunities and value adds initiatives.Ensuring compliance with SLA and other internal guidelines of policies whilst ensuring effective team work at all timesEnsure SLA deliverables are met as per agreed standardsAttrition Management - Motivate team members and control attritionEscalation Management – managing customer escalations in quick turnaround time & ensuring plan to avoid future errorsProvide coaching and feedback to team members to enable them to improve their performance ;Achieve highest productivity standards while ensuring control & quality focusThis position demands an ability to build long sustaining professional relationship with stakeholders. ;Required Skills/Qualification:Graduate with 4-6 years of Travel operations experience.Sound GDS knowledge & Expertise in Fare rule interpretationSound understanding of Queue, Invoice management, Refunds & Debit MemoProven skills in people leadership, having managed teams of at least 15-20Excellent Interpersonal and Conflict management skills. ;Strong coaching, mentoring and feedback delivery skills.Proficiency in Microsoft Excel is desired.High Results orientation under circumstances of shifting priorities