Job Purpose

Responsible for leading the B2B Operations team in delivering end-to-end travel services to Cozmo B2B agents through the Cozmo Hub platform, ensuring efficient operations and exceptional service delivery.

Key Result Responsibilities

- 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.
- 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.
- Handle agent complaints and feedback professionally, resolving issues promptly and preventing recurrence.




- Ensure efficient 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.
- Closely connect with Head office operation team, Sales, and Product teams to share market feedback, competitor insights, and agent requirements.

Qualifications (Academic, Training, Languages)

- Bachelor's degree in a related field.
- IATA/UFTAA or GDS certification is an advantage.
- 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.
- Proficiency in at least one GDS (Amadeus / Galileo / Sabre) with solid 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.
- Fluent in English and Hindi Languages. People Management:

- Provides direction, coaching and guidance to team members for their career and professional development.
- Creates a conducive working environment to build and sustain a performance driven, engaged, and committed team.
- Ensures people management responsibilities are handled effectively in line with company procedures.

Work Experience

- With 4 - 6 years of experience in B2B operation within the travel industry,
- Out of which a minimum of 2 years of team leadership or supervisory experience.

📌 Senior Executive IIB Travel Operations (Pune)
🏢 Air Arabia
📍 Pune