Senior Executive- Air Operations

Position Summary

The Senior Executive – Supplier Relations & Operations plays a pivotal role in managing airline and

supplier partnerships, ensuring seamless financial operations, and supporting Customer Service and

AFF teams with timely resolution of queries and escalations. This role sits at the intersection of

operations, finance coordination, and partner management within a fast-paced travel ecosystem.

Key Responsibilities

1. Customer Support & Escalation Management

• Resolve operational issues end-to-end

• Coordinate with Airlines & Suppliers for refunds and handle operational escalation queries.

• Manage airline escalations by liaising between the airline and Customer Service teams.

• Handle IROP (Irregular Operations) and technology-related issues in coordination with airlines

and Customer Service Teams.

• Share feedback and updates between airline and Customer Service Teams / Fulfillment teams;

maintain a central repository.

2. Airline Uploads & Financial Transfers

• Review and Maintain Adequate Balance in all LCC Airline IDs.

• Follow up with Finance for timely uploads; coordinate with airlines for transfers.

• Follow up for TCS / TDS / GST / ADHOC receivables from Suppliers.

3. Supplier & Stakeholder Relations

• Maintain cordial and healthy relationships with Airline & SFF partners.

• Work in close coordination with inter-departmental teams.

4. Training & Process Documentation

• Understand and maintain updated airline policies and process documents.

• Create required SOPs for smooth functioning of Operations.

• Coordinate and conduct Monthly Trainings for Customer Service team with Airlines.

5. Supplier Onboarding

• Serve as SPOC for Customer Service for all new Suppliers onboarded.

• Ensure Customer Service requirements (Trainings, IDs, etc.) are completed before

commencement.

• Maintain and update data of all IDs and accesses provided across teams.

Qualifications & Experience

Minimum Requirements

• Graduate in any discipline (Commerce / Business Administration preferred).

• 3–5 years of experience in the Travel Industry with strong understanding of air travel operations.

• Experience working with OTA, B2B, or TMC companies.

• Working knowledge of GDS systems (Galileo, Amadeus, Sabre) and LCC airline portals.

Preferred Requirements

• Background in Airline Operations, GDS, or Supplier Relations in the travel domain.

• Prior experience in a similar role at an Online Travel Agency (OTA) or B2B travel aggregator.

• Familiarity with NDC (New Distribution Capability) frameworks.

Skills & Competencies

Functional Skills Behavioural Competencies

Airline & Supplier Relationship Management Strong Communication & Interpersonal Skills

Financial Coordination

(TCS/TDS/GST/Uploads)

Attention to Detail & Accuracy

GDS / LCC / NDC Platform Knowledge Ownership & Accountability

Escalation & Query Resolution Collaborative Teamwork

SOP Creation & Documentation Proactive Problem-Solving

Data Management & Reporting Adaptability in a Fast-Paced Environment