Travel Operations Manager

About the Role:

We are looking for a Manager of Travel Operations Back-Office to lead motivate and develop our team of analysts focused on BSP/ARC reconciliation and debit/credit memo dispute/loss this role you will be responsible for overseeing daily operations setting clear performance goals and fostering a collaborative high-performing team environment. The ideal candidate is a strong communicator with a proven track record of effective leadership conflict resolution and strategic thinking. Your ultimate goal will be to maximise team productivity ensure high-quality outputs and help individual team members reach their full potential while aligning with Navans core values and business objectives. As a subject matter expert in IATA/BSP and ARC settlement operations you will ensure Navans global accounts are accurately reconciled fully compliant and seamlessly integrated with our back-office systems.

What Youll Do:
Lead a team handling critical reconciliation settlement and dispute processes. Maintain Navans IATA/IATAN process compliances.

Troubleshoot financial discrepancies and help scale our enterprise-grade back-office systems.

What Were Looking For:

Deep expertise in BSP/ARC Debit/Credit memo processes and BSP/IAR Operations.

Collaborate across cross-functional teams and external partners to optimize collections and reduce bad debt exposure

Hands-on proficiency with GDS platforms (Sabre/Amadeus) NDC and reconciliation systems.

A collaborative leader who thrives in fast-paced environments and loves building robust scalable processes and drives process efficiencies

Key Responsibilities:

- Reconciliation and Compliance:

• o Build and execute processes for accurate and timely reconciliation of ARC & BSP accounts worldwide.
• o Develop tools and reporting procedures to automate billing remittance and reconciliation of partner agency billings.
• o Ensure strict adherence to BSP/IAR regulatory standards including the timely submission of all required reports.

- Risk Management and Process Improvement:

• o Establish internal controls and operational redundancies to safeguard settlement workflows..
• o Analyze reconciliation variances identify root causes and implement swift corrective actions.
• o Conduct periodic audits to verify accuracy and compliance with industry regulations.

- Contribute to process improvement initiatives to enhance efficiency and scalability in settlement workflows.

- Stakeholder Collaboration and Reporting:

• o Partner with Finance Operations and Product teams to align reconciliation processes and data reporting needs
• o Prepare executive reports highlighting key financial trends operational risks and process improvements
• o Track and produce KPI reports across all processes while actively managing team OKRs.

- Operations & Performance Management

• o Set clear measurable individual and team goals (KPIs/OKRs) aligned with company objectives.
• o Monitor team workflows delegate tasks effectively and optimize resource allocation to ensure deadlines are met.
• o Track and report on team performance metrics to senior leadership on a weekly/monthly basis.
• o Identify bottlenecks in current processes and implement continuous improvement strategies to boost efficiency and quality.

- Training and Knowledge Sharing

• Write and maintain detailed process documentation training materials and team success metrics.

Qualifications:

• Advanced knowledge of reconciling and settling ARC and/or BSP accounts using enterprise-grade travel accounting/back-office systems (e.g. CentralCommand BSPLink).
• 3 years of hands-on GDS experience with Sabre and/or Amadeus.
• Experience in defining and prioritizing technical business requirements for system development.
• 2 years of experience writing processes training materials and defining metrics.
• Strong organizational skills and ability to multitask and prioritize in a fast-paced environment.
• Clear and concise oral and written communication skills.
• A strong team player who fosters collaboration across teams.