Role Purpose
The Lead – Staff Leisure & Employee Travel Services will be responsible for the end-to-end management of staff travel benefits (SOL / concessional travel), ensuring seamless reinstatement of staff passages, ticketing support, and high-quality employee experience.
This is a high-visibility, employee-facing role, acting as the face of the organization for all staff travel-related interactions, delivering best-in-class resolution within defined SLAs, while ensuring integrity, transparency, and process excellence.
Key Responsibilities
- Staff Travel & Passage Management
- Manage reinstatement of staff passages (SOL benefits) in line with company policy.
- Handle concessional ticket issuance, modifications, and cancellations.
- Coordinate and process refunds for cancelled staff passages/tickets.
- Ensure compliance with internal travel policies and airline guidelines.
- Employee Experience & Query Resolution
- Act as the primary SPOC for employees for all staff leisure and travel-related queries.
- Deliver best-in-class service experience with focus on speed, accuracy, and empathy.
- Resolve employee concerns within defined SLAs, ensuring high satisfaction levels.
- Handle priority and escalated cases with urgency and ownership.
- Ticketing, Reservations & Tool Management
- Provide hands-on support in ticketing and reservation systems (e.g., GDS / airline tools).
- Troubleshoot and resolve system/tool-related issues impacting bookings or access.
- Support employees with ZED Travel processes and eligibility queries.
- Ensure correctness of travel records and transaction processing.
- Coordination & Stakeholder Management
- Partner with employees, HR Partners, and internal operations teams to resolve cases effectively.
- Provide support on:
o Nominee addition and name corrections
o Eligibility clarifications and documentation
- Coordinate with internal teams for issue resolution, approvals, and escalations.
- Alumni & Records Management
- Act as the custodian of alumni employee travel records, ensuring accuracy and compliance.
- Manage data related to former employees eligible for travel benefits.
- Maintain proper documentation and audit trails.
- Process Governance & Continuous Improvement
- Drive process standardization and streamlining of staff travel operations.
- Identify gaps and implement efficiency improvements and automation opportunities.
- Maintain SLA dashboards, MIS reports, and performance tracking.
- Ensure audit readiness and adherence to policy guidelines.
- Will support SOD (Staff on Duty) basis requirement
Functional & Technical Skills
Functional Expertise
- Staff Travel / Airline Ticketing & Reservations
- Employee Service Delivery & Query Resolution
- Grievance Handling & Escalation Management
- Process Governance & SLA Management
- Stakeholder Management
Technical Skills
- Strong knowledge of ticketing and reservation systems (GDS preferred)
- Experience in handling ZED Travel / airline concessional travel frameworks
- Familiarity with travel tools, booking platforms, and employee service systems
- Proficiency in Excel, MIS reporting, and case tracking tools
Behavioural Competencies
- High authenticity, integrity, and accountability
- Strong customer-first mindset and empathy
- Excellent communication and interpersonal skills
- Ability to handle high-volume employee interactions with professionalism
- Strong problem-solving and ownership orientation
- Detail-oriented with focus on accuracy and compliance
Qualifications & Experience
- Graduate / MBA preferred
- Minimum 6+ years of experience in airline ticketing, reservations, or staff travel management
- Hands-on experience in:
o Ticketing and reservation tools (GDS)
o Employee-facing service roles
o Managing travel benefits / concessional travel / staff passages
- Experience in aviation or travel industry is mandatory
Role Impact
- Acts as the face of Air India Express for employee travel benefits (SOL)
- Drives employee satisfaction and trust through seamless service delivery
- Ensures efficient, compliant, and scalable staff travel pr