As a Senior Analyst, your job is to move beyond resolving individual disputes and focus on the bigger picture. You will oversee our global debit and credit memo workflows, ensuring our third-party partners and internal teams are accurate, efficient, and meeting their targets.
We are looking for a GDS expert who understands the full lifecycle of a ticket and can navigate the technical complexities of ARC and BSP. You won't just fix errors; you will identify the systemic reasons they happen and design the processes to stop them. You will act as the final point of escalation for complex disputes, manage high-level airline relationships, and find ways to automate our back-office operations to reduce financial loss.
What You'll Do: 1. Strategic Dispute & Risk Mitigation- Design and optimise end-to-end dispute workflows to consistently reduce financial leakage and improve recovery rates.
- Perform deep-dive gap analyses to identify systemic ticketing errors and implement preventative controls.
- Lead investigations into complex fraud and chargeback cases, partnering with the Fraud & Risk teams to mitigate multi-channel exposure.
- Provide expert guidance and act as the final point of escalation for complex disputes, leveraging airline and GDS relationships to negotiate settlements and secure waivers.
- Partner with internal Operations teams, Product, and Airline Partnerships to bridge the gap between technical ticketing issues and financial reporting.
- Build and leverage relationships with airline desks and GDS providers to facilitate "goodwill" waivers and resolve long-standing discrepancies.
- Monitor vendor performance and provide technical guidance to ensure global third-party partners meet accuracy and recovery targets.
- Transform raw memo data into actionable dashboards and KPIs that highlight operational trends.
- Manage Jira-based project lifecycles for back-office application enhancements, ensuring our internal tools evolve alongside industry changes.
Experience: 5+ years in travel industry operations, with a heavy focus on ticketing, and revenue recovery.
GDS/NDC Expert: You are a power user in at least one GDS (Sabre or Amadeus). You have the technical depth to investigate complex PNR histories and understand the nuances of NDC and GDS distribution.
Problem Solver: You don’t just identify errors; you look for the root cause. You have a proven track record of developing strategies that reduce recurring debit memos and minimize financial loss.
Advanced Data Interpretation: Ability to manage and interpret ADM data. You can accurately track and report on recovery trends, translating complex data into simple, useful updates for stakeholders.
Skilled Negotiator: You have the confidence and industry knowledge to negotiate waivers and settlements directly with airline desks and GDS providers.
Effective Communicator: Exceptional written and verbal skills. You can bridge the gap between technical ticketing issues and financial reporting for stakeholders at all levels.
Proactive & Adaptable: You are self-driven and comfortable leading initiatives in a fast-paced, evolving environment.
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