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Lead-Travel and Expense

Date: 30-Jul-2022

Location: DIAL HYD SSC FIN (DA13FA01), IN

Company: GMR Enterprises Pvt Ltd GMR Group


Lead and manage Groups Travel Desk operations for Domestic and International air travel

Lead and 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



Key Performance Indicators

Customer Service and Satisfaction: Lead and drive coordination 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- Responsible 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- Drive continual process improvements in operations and participate as Travel Subject matter expert in Travel Expense management solution support

Process improvements implemented

Innovation and Program Support: Lead continuous assessment of emerging travel service providers including technology advancements, i.e. Card based payments, networked aggregators , Loyalty exchange and develop innovation program proposal to ensure GMR is able to continually get higher service levels at lower costs

# of Innovation programs identified and presented

Supplier performance assessment: Institutionalize a 360 degree feedback and performance monitoring system to have supplier performance and response feedback assessed and gaps identified in near real time basis

# of Supplier feedback channels implemented

# of Supplier performance reviews and period on period improvements realized

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


•3rd Party Travel Ticketing Vendor


SSC F&A Teams


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


•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.


•Graduate degree in any discipline with compulsory certification from IATA/UFTAA (Basic Level)


•3-4 years of Experience in leading 3rd party Travel Ticketing and operations partner
•Exposure to Automated Travel expense management systems
•3-4 years of experience in Customer service management in Hospitality, Airline operations or F&B Services sector
•Experience and basic working knowledge of SAP FICO
•1-2 years of experience in working in Large Conglomerate as in-house travel desk
•People management experience in managing team of 2-3 members


  • Problem Solving: Ability to identify solutions exploring different options in gathered information. | Interview
  • Office Administration
  • Travel Management
  • Communication: Ability to listen, interpret, simplify complex concepts, thoughts & ideas in verbal / non verbal form. | Interview
  • Execution and Operational Excellence: Ability and desire to execute with attention to detail, speed, accuracy and consistency | Interview
  • Personal Effectiveness: Demonstrating responsibility & reliability through actions to manage critical and challenging situations. | 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
  • 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
  • Networking
  • Execution & Results
  • Teamwork & Interpersonal influence
  • Problem Solving & Analytical Thinking
  • Planning & Decision Making
  • Capability Building
  • Strategic Orientation
  • Personal Effectiveness
  • Entrepreneurship
  • Social Awareness
  • Innovation
  • Managing Change and ambiguity by creating Win-Win
  • Determination(Contextual and Flexible)
  • Learning Ability
  • Making & Navigating proposals
  • Scanning, Networking & External orientation