Senior Executive II - B2B Travel Operations

Job Purpose

Responsible for leading the B2B Operations team in delivering end-to-end travel services to Cozmo B2B agents through the Cozmo Hub platform, ensuring efficient operations and exceptional service delivery.

Key Result Responsibilities

Oversee end-to-end fulfilment of all travel services requested by Cozmo B2B agents using Cozmo Hub platform, including airline tickets, hotels, holidays, visa services, insurance, and transfers.

Ensure accurate and timely issuance, reissue, refund, cancellation, name correction, and date change of tickets in line with fare rules and airline policies.

Ensure timely and accurate reporting of offline transactions, correct agent selection for both offline and online transactions.

Review and quality-check complex itineraries, group bookings, multi-city and special fare requests before ticketing.

Manage bookings through GDS, LCC portals, NDC channels, and consolidator systems, ensuring optimum fares and correct fare-rule application.

Monitor schedule changes, airline disruptions, and cancellations, and proactively inform and re-accommodate affected agents' customers.

Ensure ADM prevention, refund claims, error free transaction.

Build, develop, and maintain strong relationships with existing and prospective sub-agents to establish long-term business partnerships.

Drive sales of airline tickets, holidays, hotels, visa services, insurance, transfers, and other travel products through the Cozmo Travel B2B platform (Cozmo Hub).

Ensure assigned sub-agents receive timely support, product updates, promotional offers, and commercial guidance.

Handle agent complaints and feedback professionally, resolving issues promptly and preventing recurrence.

Ensure efficient execution of B2B operation processes and adherence to company policies, SOPs, and airline/supplier regulations.

Monitor performance metrics such as turnaround time, first-response time, ticketing accuracy, refund TAT, agent satisfaction, and revenue/margin targets.

Closely connect with Head office operation team, Sales, and Product teams to share market feedback, competitor insights, and agent requirements.

Qualifications

(Academic, training, languages) Bachelor's degree in a related field.

IATA/UFTAA or GDS certification is an advantage.

Excellent communication, negotiation, and problem-solving skills.

Ability to remain calm and decisive under pressure and tight deadlines.

High attention to detail with a customer-first mindset.

Proficiency in at least one GDS (Amadeus / Galileo / Sabre) with strong knowledge of fares, ticketing, and re-issuance.

Sound understanding of LCC airline booking process, NDC content, BSP processes, fare rules, and airline policies.

Working knowledge of B2B travel platforms, booking engines, and CRM/ticketing tools; advanced MS Office skills.

Fluent in English and Hindi Languages.

People Management

Provides direction, coaching and guidance to team members for their career and professional development.

Creates a conducive working environment to build and sustain a performance driven, engaged, and committed team.

Ensures people management responsibilities are handled effectively in line with company procedures.

Work Experience With 4 - 6 years of experience in B2B operation within the travel industry, Out of which a minimum of 2 years of team leadership or supervisory experience.