Team Leader

About Tripjack TripJack: The trusted tech platform for over 60,000+ travel agents across India! TripJack’s integrated platform offers content from 750+ airlines and 2 million+ hotels, along with services across corporate travel, travel assistance and insurance, rail, and marine segments. With a superior technology platform, seamless pre- and post-booking journeys, and 24/7 customer service, we are on a mission to transform the travel booking and management experience for our agent partners. With over 35 years of combined travel experience, TripJack’s founders have always prioritised the needs of travel agent partners. Our goal is to empower partners with state-of-the-art technology that enables them to efficiently manage their businesses with minimal assistance. With a strong focus on supply, technology, and customer service, TripJack has become the preferred one-stop solution for travel agents seeking reliable, convenient, and efficient solutions for their clients. Role : Team Leader - Air Ticketing Location : Lower Parel , Mumbai Experience : 6 - 10 years Education : Graduate Job Summary: We are seeking an experienced and result-oriented Team Leader – Ticketing, Refunds & Reissues to lead and manage a team handling domestic and international air ticketing operations. The incumbent will be responsible for overseeing ticket issuance, refunds, reissues, schedule changes, escalations, and operational excellence while ensuring adherence to airline policies, company SOPs, and service-level commitments.The ideal candidate should possess strong expertise in GDS systems, airline fare rules, refund and reissue processes, team management, stakeholder coordination, and process improvement within a fast-paced travel operations environment. Job Responsibilities: Lead and support the Ticketing, Refunds & Reissues team. Monitor daily operations and ensure SLA/TAT adherence. Handle escalated ticketing, refund, and reissue cases. Review and approve complex fare, refund, and waiver requests. Manage airline schedule changes and operational disruptions. Coordinate with airlines, consolidators, and GDS teams for resolutions. Ensure compliance with airline rules, ADM policies, and company SOPs. Track team productivity, quality, and service performance. Prepare MIS reports and share operational insights. Train, coach, and develop team members. Identify process gaps and implement improvements. Collaborate with internal teams to ensure seamless customer support. Required Skills & Qualifications: 6–10 years of experience in domestic and international air ticketing. 2+ years of team handling or leadership experience. Strong knowledge of ticketing, refunds, reissues, and cancellations. Hands-on experience with Amadeus, Galileo, or Sabre. Good understanding of airline fare rules, taxes, penalties, and waivers. Experience handling voluntary and involuntary schedule changes. Knowledge of ADM, BSP, and airline policies. Experience with B2B travel platforms or OTA systems. Strong team management and problem-solving skills. Good communication and stakeholder management skills. Proficiency in MS Excel and MIS reporting. Ability to work under pressure and meet SLA/TAT requirements.