Job Purpose:

The Senior Ticketing Executive II B2B Operation is responsible for leading the B2B operation team and provide all the travel services to the Cozmo b2b agents listed under the b2b platform Cozmo Hub, and ensuring exceptional service delivery.

Key Responsibilities

Team Leadership & People Management

- Lead, support, motivate, and develop the B2B operation team, setting clear targets, priorities, and performance expectations.
- Allocate daily workload, manage shift schedules, and ensure adequate coverage of all agent queries and ticketing requests.
- Conduct regular team briefings, one-to-one reviews, and training sessions on fares, GDS, airline rules, and platform updates.
- Act as the first point of escalation for complex cases and take ownership of resolution within agreed timelines.
- Foster a culture of accountability, service excellence, and continuous improvement within the team.
- Closely connect with Head office operation team, Sales, and Product teams to share market feedback, competitor insights, and agent requirements.

Ticketing & Travel Service Delivery

- Oversee end-to-end fulfilment of all travel services requested by Cozmo B2B agents using Cozmo Hub platform, including airline tickets, hotels, holidays, visa services, insurance, and transfers.
- Ensure accurate and timely issuance, reissue, refund, cancellation, name correction, and date change of tickets in line with fare rules and airline policies.
- Ensure timely and accurate reporting of offline transactions, correct agent selection for both offline and online transactions.
- Review and quality-check complex itineraries, group bookings, multi-city and special fare requests before ticketing.
- Manage bookings through GDS, LCC portals, NDC channels, and consolidator systems, ensuring optimum fares and correct fare-rule application.
- Monitor schedule changes, airline disruptions, and cancellations, and proactively inform and re-accommodate affected agents' customers.
- Ensure ADM prevention,



refund claims, error free transaction.

B2B Account Relationship management.

Build, develop, and maintain strong relationships with existing and prospective sub-agents to establish long-term business partnerships.

- Drive sales of airline tickets, holidays, hotels, visa services, insurance, transfers, and other travel products through the Cozmo Travel B2B platform (Cozmo Hub).
- Ensure assigned sub-agents receive timely support, product updates, promotional offers, and commercial guidance.
- Conduct regular business reviews with key accounts to identify growth opportunities and strengthen partnerships.
- Handle agent complaints and feedback professionally, resolving issues promptly and preventing recurrence.

Operational Excellence & Compliance

- Ensure productive execution of B2B operation processes and adherence to company policies, SOPs, and airline/supplier regulations.
- Monitor performance metrics such as turnaround time, first-response time, ticketing accuracy, refund TAT, agent satisfaction, and revenue/margin targets.
- Streamline operational procedures and recommend process or system improvements to enhance service delivery, growth, and efficiency.

Personal Qualities

- Excellent communication, negotiation, and problem-solving skills.
- Ability to remain calm and decisive under pressure and tight deadlines.
- High attention to detail with a customer-first mindset.

Skills & Technical Knowledge

- Proficiency in at least one GDS (Amadeus / Galileo / Sabre) with strong knowledge of fares, ticketing, and re-issuance.
- Sound understanding of LCC airline booking process, NDC content, BSP processes, fare rules, and airline policies.
- Working knowledge of B2B travel platforms, booking engines, and CRM/ticketing tools; advanced MS Office skills.

Qualification

- Bachelor's degree.
- IATA/UFTAA or GDS certification is an advantage.

Experience

- 4 - 5 years of experience in B2B operation within the travel industry.
- Minimum 2 years of team leadership or supervisory experience.

📌 Senior Ticketing Executiveb operation (Pune)
🏢 Air Arabia
📍 Pune