Responsibilities | Key Performance Indicators (KPIs) |
Customer Service and Satisfaction - Lead coordination with airlines, hotels, and third-party service providers to deliver timely and quality service for GMR employees and internal customers.
- Address all travel-related escalations across departments and drive timely closure of employee issues, including urgent ticketing needs and training support.
| - Customer satisfaction score
- Escalation log closures
- Speed and quality of issue resolution
|
Vendor and Partner Contract Management - Drive identification, negotiation, and finalization of group-level contracts in consultation with Group Head – FMS, covering airlines, hotel chains, surface travel providers, and TMCs.
- Lead selection and onboarding of Travel Management Companies (TMCs) with defined SLAs and commercial terms.
| - Total contract value
- SLA adherence rate
- Timeliness of contract execution
|
Cost Optimization and Policy Compliance - Drive cost-effective travel solutions from vendors while aligning with the Group Travel Policy and minimizing non-compliance incidents.
- Monitor and reduce missed savings across ticketing and accommodation by enhancing booking practices and vendor negotiations.
| - Number of compliance deviations
- % reduction in missed savings period-on-period
|
MIS and Reporting - Provide accurate, timely, and comprehensive travel MIS reports for management review, including insights to trigger control actions.
- Track closure of travel-related issues and action items identified in management reviews.
| - Timeliness and accuracy of MIS submissions
- % closure of identified management actions
|
Cross-Functional Liaison - Act as the single point of contact for cross-functional coordination related to travel issues, driving swift resolution in collaboration with departments such as Finance, Admin, and HR.
- Support Finance in resolution of travel vendor invoice processing issues and reconciliation activities.
| - Speed of resolution of cross-departmental issues
- % of travel vendor invoice issues resolved
|
Employee Service Support - Manage travel desk responsiveness for all employee queries, urgent bookings, training requests, and escalations to provide seamless travel support.
| - Satisfaction ratings from internal customers
- Number and resolution time of escalations
|
Process Improvements - Lead ongoing enhancements in travel desk operations through structured process improvement initiatives.
- Act as Subject Matter Expert (SME) in implementation and refinement of travel and expense management solutions.
| - Number of process improvements implemented
- % improvement in operational efficiency
|