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.