Latinum HR Solutions
Website:
latinumhr.com
Job details:
Job Title: Delivery Leader – Airline & Travel Operations (AGM / AVP)
Industry: BPO / Airline & Travel Services
Experience: 15+ Years
Location: PAN India
About Latinum:
Latinum is seeking an experienced and strategic Delivery Leader to lead large-scale Airline & Travel operations for global airline clients. The role requires ownership of end-to-end service delivery, operational excellence, client management, business transformation, and financial performance across complex travel operations environments. The ideal candidate will bring strong airline domain expertise, leadership capabilities, and a proven track record of managing large delivery teams and client relationships.
Key Responsibilities
- Lead and manage large-scale airline operations supporting 400–600+ FTEs across Reservations, Ticketing, Loyalty, Cargo, DCS, Customer Relations, Baggage, and disruption management functions.
- Own delivery performance through effective management of SLAs, KPIs, customer experience, quality, and compliance metrics.
- Drive operational governance, process optimization, and continuous improvement initiatives.
- Act as the primary strategic interface for senior client stakeholders and airline leadership teams.
- Support business growth through solutioning, RFP responses, pricing models, and expansion opportunities.
- Lead transformation initiatives involving automation, AI-driven solutions, analytics, and process modernization.
- Manage financial performance including budgeting, cost optimization, productivity, and P&L outcomes.
- Drive workforce planning, forecasting, capacity management, and operational efficiency.
- Build strong leadership pipelines and foster a high-performance culture focused on engagement and retention.
Required Skills & Expertise
- Strong experience leading large-scale Airline/Travel BPO operations for global or Tier-A airline clients.
- Expertise in airline processes including Reservations, Ticketing, Fare Rules, DCS, Loyalty Programs, and Contact Center operations.
- Hands-on exposure to airline platforms such as Amadeus Altea, Sabre, Galileo/Travelport, and related airline technologies.
- Strong understanding of IATA standards, GDS workflows, NDC, BSP/ARC processes, and disruption management.
- Strong financial acumen including P&L ownership and business management.
- Excellent stakeholder management, communication, and leadership capabilities.
- Lean Six Sigma and transformation experience preferred.
Qualification & Experience
- Bachelor's/Master’s degree in Aviation Management, Business Administration, Travel & Tourism, or related field.
- 18+ years of experience within Airline/Travel BPO operations.
- Minimum 10+ years of leadership experience managing large-scale delivery teams.
- Experience handling high-value transformation initiatives and multi-functional airline operations.
- IATA and Lean Six Sigma certifications preferred.
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