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Lead analysis and automation across flight fulfillment to reduce errors and revenue leakage. Identify automation opportunities, translate operational bottlenecks into technical requirements, investigate recurring ticketing and refund issues, and document SOPs and training to scale operational capabilities.
About the Role
As the Senior Analyst – Business Operations (Flights), you will drive operational excellence, scalability, and automation across our flight fulfillment ecosystem. Positioned at the intersection of Operations, Product, and Engineering, you will transform day-to-day operational challenges into streamlined, automated workflows.
This role requires a deep understanding of the end-to-end ticketing and post-booking lifecycle. You will own the analytical framework that identifies inefficiencies, identify functional solutions, and supports the rollout of automation initiatives to reduce errors, prevent revenue leakage, and maximize processing speed.
What You’ll Do
Process Optimisation & Automation Support
- Identify and assess automation opportunities in flight operations workflows specifically targeting ticketing queues, manual reissues, and refunds to identify and prioritise accordingly.
- Work with Product and Engineering teams to translate operational bottlenecks into clear, actionable technical requirements.
- Monitor automation effectiveness and provide data-driven recommendations.
Operational Troubleshooting & Analysis
- Lead investigations into recurring fulfillment issues, manual GDS/NDC exceptions, and refund discrepancies to improve automated processing.
- Analyze data to identify patterns, root causes, and potential solutions.
- Support operational initiatives and efficiency projects aimed at reducing manual work.
- Troubleshoot escalated issues within operations, identifying root causes and implementing solutions.
Stakeholder Collaboration
- Act as a subject matter expert for ticketing and post booking workflows within the flights domain.
- Partner closely with Service Delivery and Vendor teams to gather insights and feedback.
- Communicate clearly across technical and non-technical teams.
Documentation & Training
- Own the creation and maintenance of SOPs, process maps and modules to build technical capabilities and domain knowledge across the wider operations team.
What You’ll Bring
- 3–5 years of domain experience in travel operations, ideally within a TMC, OTA, or airline environment.
- Hands-on experience with NDC & GDS systems
- Deep practical knowledge of the ticketing lifecycle, including reissues, exchanges, voiding, refunds and fare rules
- Strong analytical mindset, with experience in process improvement or automation projects.
- Ability to translate operational needs into technical requirements.
- Excellent communication, stakeholder management, and problem-solving skills.
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