Role Summary
EXL is hiring an Associate - Business Analyst (Travel Operations) for its enterprise operations in India. In this role, you will handle end-to-end travel reservations, ticketing, and customer support using major Global Distribution Systems (GDS) such as Amadeus, Sabre, or Galileo. You will calculate fares and pricing, process ticket refunds adhering to airline guidelines, resolve customer inquiries via email, and maintain high productivity and accuracy standards to meet service level agreements (SLAs).
Key Responsibilities
- GDS Travel Operations: Manage global travel bookings, itinerary modifications, and ticketing procedures using GDS platforms (Amadeus, Sabre, or Galileo).
- Fares, Pricing & Refunds: Apply complex airline fare rules, routing types, and ticketing policies to process cancellations, reissues, and refunds accurately.
- Customer Query Resolution: Interact with international clients and travelers via email to resolve operational queries within strict SLA timelines.
- Operational Excellence: Maintain zero-error accuracy and high throughput standards, while contributing to process optimization and workflow improvements.
Key Qualifications
- Education: Bachelor's or Master's degree in any stream; a professional Travel & Tourism certification is required.
- Experience: 2 to 5 years of hands-on experience in travel operations, GDS ticketing, or travel business analysis.
- Mandatory Technical Stack: Deep working knowledge of any primary GDS (Amadeus, Sabre, Galileo), fares & pricing structures, refund calculations, and global travel geography.
- Preferred Technical Exposure: Understanding of travel API integration, airline distribution systems, and workflow automation.
- Core Soft Skills: Strong written English communication, attention to detail, adaptability in fast-paced operational shifts, and client-centric relationship management.
About EXL
EXL is a global analytics and digital operations solutions company partnering with leading enterprises across industries to optimize operations, enhance customer experience, and accelerate business growth.