Staff Travel Manager

About the role

The Staff Travel Operations Manager leads end‑to‑end staff travel services, handling duty, compassionate and other travel requests through a contact‑centre environment. The role ensures efficient case handling, high‑quality employee experience and compliance with Etihad Airways policies.

Key responsibilities

• Lead daily staff travel operations across calls, emails and digital channels.
• Ensure response, resolution and quality KPIs are met for all travel enquiries and bookings.
• Manage and develop the operations team to drive productivity and service excellence.
• Deliver a responsive, empathetic experience for all staff travel interactions.
• Oversee accurate handling of duty, compassionate and other travel requests in line with policy.
• Own budget accountability, cost control and identify financial optimisation opportunities.
• Coordinate with external travel providers to ensure service quality and timely fulfilment.
• Monitor KPIs, produce performance reports and drive continuous improvement.
• Identify and implement workflow enhancements and automation initiatives.
• Ensure adherence to travel policies, documentation standards and audit requirements.
• Oversee invoice validation, reconciliation and proper use of corporate travel payment methods.
• Liaise with HR, Finance, Recruitment, Revenue Management and travel vendors for aligned service delivery.

Required profile

• Bachelor’s degree.
• 3–5 years of proven experience in a people‑leadership role.
• 7–10 years of experience in service operations, contact‑centre or shared‑services environments.
• Prior experience in travel operations or airline staff travel preferred.
• Demonstrated exposure to vendor coordination and basic financial processes.

Required skills