Associate Manager - Refunds

About the role

Etraveli Group, a global flight technology provider partnering with Booking.com, Google Flights, Skyscanner and Kayak, is hiring an Associate Manager for its Refunds team in Mumbai. The role manages staff, plans and evaluates department activities, liaises with managers and stakeholders, trains and supervises new employees, and tracks team performance through analysis and reporting.

Key responsibilities

• Oversee day-to-day operations across assigned lines of business, ensuring consistent service delivery, SLA adherence and operational excellence.
• Manage high-level customer and operational escalations beyond the team lead's resolution authority.
• Run regular dip checks, audits and skip-level meetings to monitor quality, floor health and agent engagement.
• Work with Workforce Management on shift planning, shrinkage, scheduling and staffing.
• Spot operational risks and integrity issues and raise timely mitigation plans.
• Supervise, mentor and coach Team Leaders, set their KPIs/OKRs and conduct structured performance appraisals with action plans.
• Lead process reviews, root-cause analyses and automation initiatives, and prepare and present operational reports.
• Represent operations in departmental alignments, business reviews and cross-functional forums.

Required profile

• Minimum 4 years of documented experience as a people manager, managing or leading team leaders.
• Mandatory background and experience in airline/travel refunds, with hands-on proficiency in GDS and BSP.
• Analytical, data-driven, and able to manage metrics such as TATs, SLAs, losses, coverage, shrinkage, attrition, ADMs, mishandlings and refund delays.
• Leadership skills to engage and mentor a large team across locations, with excellent communication and interpersonal skills.

What we offer

• A 120-day onboarding programme with learning resources, Q&A sessions with the CEO and a buddy program.
• Competitive pay aligned with role impact, plus referral bonus, pension and insurance (variations by location).
• Wellbeing support including healthcare, employee assistance plans and team bonding events.
• Extensive learning, team training and workshops in a fast-paced environment with flat hierarchies.