The Operations Analyst II (Global Travel) is responsible for managing, resolving, and escalating Travel & Expense-related queries from internal employees and external vendor partners. The role focuses on issue analysis, process improvement, SLA management, and functional support of travel systems, with deep technical knowledge. This role reports directly to the Manager, Operations.

Key Responsibilities

Operational & Customer Support
- Receive, analyze, and resolve requests related to Travel and Expense systems (Concur, Egencia, Citibank Corporate Cards) from internal users and vendor partners.
- Research issues, provide accurate resolutions, or escalate appropriately while ensuring timely closure.
- Explain and guide users on relevant travel and expense policies and procedures.
- Monitor escalated requests, follow up proactively, and communicate status updates to stakeholders.
- Build robust, trust‑based relationships through an initiative-taking, customer‑focused approach.

Process & Performance Management




- Identify contact trends and recurring issues to help improve processes and reduce future queries.
- Support definition and streamlining of operational processes to enhance user experience.
- Track and manage assigned KPIs and SLAs, ensuring compliance with service commitments.
- Ensure adherence to audit, compliance, and internal control requirements.

Functional Systems & Semi‑Technical Support
- Function as a functional SME for Global Travel tools across Concur, Egencia, and Citibank Corporate Cards.
- Assist in system enhancements, configuration changes, testing, and release readiness from a user and business perspective.
- Support UI/UX improvement initiatives across Global Travel tools to enhance usability and adoption.
- Perform or support root cause analysis for complex issues, focusing on long‑term resolution and risk reduction.
- Partner with IT, Finance, HR, Workday, ServiceNow, and external vendors to resolve integrated system and process issues.

📌 Operations Analyst (Pune)
🏢 Wolters Kluwer
📍 Pune