Job Description: Role Summary

We are looking for a Certified Six Sigma Black Belt with deep domain expertise in Travel Management Company (TMC) back-office operations (mid-office, ticketing, reconciliation, supplier settlements). You will drive & support process excellence across a 500+ FTE setup, bridging execution and strategic transformation to improve First Pass Yield (FPY) and eliminate waste.

Key Responsibilities

Process Excellence & Strategy

- Lead back-office transformation using DMAIC/DMADV :

- Eliminate non-value-add (NVA) activities and drive COPQ reduction :

- Ensure compliance with TMC SLAs and automate manual workflows via GDS (Sabre/Amadeus/Galileo)

Black Belt Duties

- Lead high-impact projects (e.g., reduce ticket reissue TAT by 40%)
- Mentor Green Belts and managers in statistical methods
- Establish Cpk/Ppk , deploy SPC , and support CSAT improvement through data insights

Core Operations

- Drive zero-defect culture and daily kaizen

- Manage client relationships and lead performance reviews

- Collaborate with digital teams to implement RPA bots :

- Help build dashboards ( Power BI/Tableau ) tracking DPMO, rolled throughput yield, and cycle time

Qualifications

Mandatory

- Certified Lean Six Sigma Black Belt
- 12-15 years total experience,



with 6+ years in TMC or travel BPO (airlines, OTA, corporate travel)
- Proven track record of Black Belt projects with documented financial impact
- Expertise in Minitab or JMP

Preferred

- Knowledge of GDS mid-office systems, BSP/ARC reconciliation
- Experience with ISO 9001:2015 or COPCFamiliarity with NDC and travel APIs

Competencies

- Statistical :Hypothesis testing, regression, ANOVA
- Travel domain :Fare logic, exchange calculations, net/net-invoice models
- Project Management :Project management to deliver right deployment/delivery
- Soft skills :Change management, data storytelling
- Tools :Jira, GDS scripts, SharePoint, Minitab

Responsibilities: Client relationship management, consulting services analyzing existing business problems and developing strategies for improvement.

Qualifications: Mandatory

- Certified Lean Six Sigma Black Belt
- 12-15 years total experience, with 6+ years in TMC or travel BPO (airlines, OTA, corporate travel)
- Proven track record of Black Belt projects with documented financial impact
- Expertise in Minitab or JMP

Preferred

- Knowledge of GDS mid-office systems, BSP/ARC reconciliation
- Experience with ISO 9001:2015 or COPC

Familiarity with NDC and travel APIs

📌 Senior Manager (Gurugram)
🏢 EXL Service
📍 Gurugram