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Junior Manager - Travel Operations

Date:  26-Jan-2023
Location: 

Hyderabad, IN

Company:  GMR Infrastructure Ltd.

JOB PURPOSE

Manage Group’s Travel Desk operations for Domestic and International air travel including airline ticketing, International visa and Travel insurance, Hotel booking and surface transportation arrangements 

ORGANISATION CHART

KEY ACCOUNTABILITIES

Accountabilities Key Performance Indicators
Customer Service and Satisfaction: Coordinate with 3rd party service providers including principals such as airlines to ensure GMR Employees / customers requirements are serviced 

Customer satisfaction score

Escalation log
Vendor/ Partner Contract management- Support Head Travel to identify and draft group level contracts in consultation with Group Head FMS with Airlines, Hotel chains, Surface service providers and TMC’s

Contract value

Contract SLA adherence
Cost and compliance- Ensure Air Ticketing, Hotel and Surface travel vendors are providing most cost effective travel options and drive compliance to Group travel policy within GMR employees

Compliance Deviations

Reduced missed savings period on period
MIS and Reporting- Provide timely and comprehensive Travel MIS reports for management review and drive control actions Timeliness and Accuracy of MIS reporting
Closure of identified management actions
 
Cross-Functional Liaison- Provide and participate in resolution of Travel vendor invoice processing issues   Travel vendor invoice resolution
Employee Service Support-  Ensure timely and satisfactory closure of all employee issues including training support, escalation resolutions and urgent ticketing needs Customer satisfaction and Escalations
Process Improvements- Provide inputs on operational glitches and suggestions from learnings to bring about process improvements in operations.  Process improvements implemented
Accounting and Tax Compliance Support: Ensure support to finance and accounts team in ensuring vendor reconciliation and GL accuracy by driving suppliers to provide correct inputs and ensure account controllership

Vendor open balances

Vendor outstanding
   

 

EXTERNAL INTERACTIONS

  • 3rd Party Travel Ticketing Vendor
  • Airlines/ Hotels
  • 3rd party Aggregators
     

INTERNAL INTERACTIONS

  • F&A Teams
  • Employees
  • Management 
  • Internal and Statutory audit
     

FINANCIAL DIMENSIONS

Travel spend in a FY to the tune of Rs.25 Crores.

OTHER DIMENSIONS

Ticket issuances of 110- 120 tickets in a day and an  avg. of 6000 tickets/ quarter , in addition to the user related issues/escalations that are handled and resolved on a daily basis.

EDUCATION QUALIFICATIONS

Graduate degree in any discipline

RELEVANT EXPERIENCE

5-8 years

•    3-4 years of Experience in leading 3rd party Travel Ticketing and complete Travel operations partner/ Large Conglomerate as inhouse travel desk
•    Exposure to Automated Travel expense management systems and booking systems
•    1-3 years of experience in Customer service management in Hospitality, Airline operations or F&B Services sector
•    Experience and basic working knowledge of SAP FICO
•    Call Centre and Services delivery expertise
•    Global mobility and visa/ insurance requirements knowledge
 

COMPETENCIES

  • Communication: Ability to listen, interpret, simplify complex concepts, thoughts & ideas in verbal / non verbal form. | Interview
  • Problem Solving: Ability to identify solutions exploring different options in gathered information. | Interview
  • Decision Making: Ability to systematically think through a problem and its component parts, garner relevant information and not taking things at face value. | Interview
  • Team Leadership, Teamwork & Interpersonal Influence: Capability to develop & converge individual potential to execute team objectives. Effectively intermingle and relate with individuals in a positive manner. | Interview
  • Personal Effectiveness: Demonstrating responsibility & reliability through actions to manage critical and challenging situations. | Interview
  • Execution and Operational Excellence: Ability and desire to execute with attention to detail, speed, accuracy and consistency | Interview
  • Business Insight: Ability to understand the implications of Business decisions and strive to enhance organizational performance. | Interview
  • Managing Performance: Effectively monitors and measures performance. Develops people and drive results. | Interview
  • Stakeholder Focus
  • Teamwork & Interpersonal influence
  • Personal Effectiveness
  • Networking
  • Planning & Decision Making
  • Execution & Results
  • Strategic Orientation
  • Problem Solving & Analytical Thinking
  • Entrepreneurship
  • Capability Building
  • Social Awareness
  • Innovation
  • Managing Change and ambiguity by creating Win-Win
  • Determination(Contextual and Flexible)
  • Learning Ability
  • Making & Navigating proposals
  • Scanning, Networking & External orientation
  • Service Management
  • Travel Management