Assistant Manager - Operations (Flight Business)
Role:
We are seeking a highly driven and detail-oriented professional to take end-to-end ownership of flight operations. This is a high-intensity, execution-focused role ideal for someone with strong operational discipline, the ability to manage high transaction volumes, and a hands-on approach.
The candidate will work closely with airline partners for refund and no-show recovery, drive closure of operational cases, and resolve customer issues in real-time to ensure a seamless post-booking experience.
Responsibilities
- Ensure accurate and timely processing of refund and no-show recovery in coordination with airline partners and internal teams.
- Track pending refund/No show cases, follow up continuously, and drive closure of all operational backlogs.
- Maintain operational SLAs and improve TAT across all key workflows.
- Own the complete process for refund recovery from airlines and partners.
- Coordinate and follow up on pending refund files, ADM/ACM disputes, and no-show claims.
- Maintain comprehensive logs of recovery cases, ensuring accuracy, completeness, and zero leakage.
- Escalate operational issues with airlines/partners proactively to achieve faster resolution.
- Work closely with customer support teams to reduce repeat escalations and improve customer experience.
- Identify recurring operational gaps and recommend process improvements.
- Ensure compliance with airline policies, internal SOPs, and operational guidelines.
- Generate daily/weekly operational MIS on refund TAT, escalation volumes, recovery performance, and error trends.
- Maintain updated documentation of all operational processes, SOPs, and workflow changes.
Qualification and Skills
- 4–5 years of experience in operations within the travel, airline, or OTA industry (preferred).
- Strong understanding of flight operations—refund rules, no-show policies, ADMs/ACMs, GDS processes.
- Proven experience working in high-volume, fast-paced operational environments.
- Strong analytical and problem-solving skills with high attention to detail.
- Excellent communication and stakeholder coordination skills.
- Proficiency in Excel, Google Sheets, dashboards, and operational reporting tools.
Additional Information
Responsible for safeguarding sensitive company data against unauthorized access, use, or disclosure, and for reporting any suspected security incidents in line with the organization's ISMS (Information Security Management System) policies and procedures.