Job Responsibility 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. Ensure strong governance around Research / Documentation of Back 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 times Ensure SLA deliverables are met as per client expectation Attrition Management - Motivate team members and control attrition Escalation Management – managing customer escalations in quick turnaround time & ensuring plan to avoid future errors Provide coaching and feedback to team members to enable them to improve their performance  Achieve highest productivity standards while ensuring control & quality focus This position demands an ability to build long sustaining professional relationship with stakeholders.  Lead a team of 15-18 agents and manage their performance Manage team’s efficiency, utilization, Shrinkage to ensure smooth operation  Being a People Leader, Incumbent should be able to motivate agents and drive excellent results Required Skills/Qualification: Graduate with 4-6 years of relevant experience. Sound GDS knowledge & Expertise in Fare rule interpretation Sound understanding of Queue, Invoice management, Refunds & Debit Memo Proven skills in people leadership, having managed teams of at least 15-20 Excellent 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