Staff Travel Manager

Role Overview

The Staff Travel Manager will oversee comprehensive staff travel services, managing all travel requests such as duty-related, compassionate, and concessionary travel, via multi-channel contact centre operations including calls, emails, and digital platforms. This position is responsible for ensuring high-quality, timely service that complies with organizational policies, while leading a team, managing finances, vendors, and continuously improving operational processes.

Key Responsibilities

• Direct daily staff travel operations across multiple communication channels, maintaining service continuity and efficient case management.
• Ensure compliance with KPIs related to response times, resolution rates, and quality standards for all travel inquiries and bookings.
• Lead and develop the operations team to enhance productivity, staff engagement, and service excellence.
• Provide an empathetic and efficient customer experience for all staff travel interactions.
• Manage timely and accurate processing of travel requests in accordance with company policies.
• Control budget management, cost efficiency, and identify financial optimization opportunities.
• Coordinate with external travel providers for non-Etihad bookings to maintain service quality and on-time delivery.
• Monitor key performance indicators including volume, SLA adherence, backlog, and productivity to drive continuous improvement.
• Implement process improvements and automation initiatives to enhance workflows and operational effectiveness.
• Maintain compliance with travel policies, documentation standards, and auditing requirements.
• Oversee invoice verification, reconciliation, and appropriate use of corporate travel payments.
• Engage with internal stakeholders such as HR, Finance, Recruitment, Revenue Management, and travel vendors to align service delivery efforts.

Qualifications

• Bachelor’s degree is mandatory.
• 3 to 5 years of leadership experience in managing people.
• 7 to 10 years of background in service operations within contact centres or shared services environments.
• Preferred prior experience in travel operations or airline staff travel management.
• Experience working with vendors and handling basic financial operations.

Additional Information

Etihad Airways is the UAE's flagship airline committed to global aviation leadership and growth aligned to its 'Journey 2030' vision, which includes expanding its fleet and workforce. The company fosters a culture where diversity and remarkable travel experiences converge across continents.

Important Notice on Recruitment Fraud

Candidates should be cautious of fraudulent employment offers impersonating Etihad representatives. Official recruitment will never request personal financial information or payments. Formal interviews are conducted in person or by video call prior to any offer.