Staff Travel Manager

Что делать

The staff travel operations manager is responsible for leading and managing the end-to-end staff travel operations, ensuring efficient handling of employee travel requests—including duty travel, compassionate travel, concessions, and general enquiries—through a contact centre environment (calls, emails, and digital channels). The role is accountable for service delivery performance, team leadership, process efficiency, financial control, vendor management, and employee experience, ensuring timely, accurate, and high-quality support while maintaining compliance with company policies. Key accountabilities Service operations management Lead daily staff travel operations across calls, emails, and requests, ensuring efficient case handling and service continuity. Service delivery & SLAs Ensure achievement of response, resolution, and quality KPIs across all staff travel enquiries and bookings. Team leadership Manage and develop the operations team, driving productivity, engagement, and service excellence. Employee experience Deliver a responsive, efficient, and empathetic service experience for all staff travel interactions. Travel request management Oversee accurate and timely handling of duty, compassionate, and other travel requests in line with policy. Financial management Own budget accountability, cost control, and identify opportunities for financial optimization. Vendor coordination Manage coordination with external travel providers (non-Etihad bookings), ensuring service quality and timely fulfilment. Performance & reporting Monitor KPIs (volume, SLA, backlog, productivity) and provide insights for continuous improvement. Process improvement & automation Identify and implement workflow enhancements, service model improvements, and operational efficiency initiatives. Compliance & governance Ensure adherence to staff travel policies, documentation standards, and audit requirements. Financial administration Oversee invoice validation, reconciliation, and ensure appropriate use of corporate travel payment methods. Stakeholder management Liaise with HR, finance, recruitment, revenue management, and travel vendors to ensure aligned and effective service delivery. Qualifications Education Bachelor’s degree required, with 3–5 years of proven experience in a people leadership role. Service operations experience 7–10 years of experience in service operations, contact centre, or shared services environments. Travel operations background Prior experience in travel operations or airline staff travel is preferred. Vendor & financial exposure Demonstrated exposure to vendor coordination and basic financial processes.