Lead SOL

Role Purpose
The Lead – Staff Leisure & Employee Travel Services will be responsible for the end-to-end management of staff travel benefits (SOL / concessional travel), ensuring seamless reinstatement of staff passages, ticketing support, and high-quality employee experience.
This is a high-visibility, employee-facing role, acting as the face of the organization for all staff travel-related interactions, delivering best-in-class resolution within defined SLAs, while ensuring integrity, transparency, and process excellence.

Key Responsibilities
1. Staff Travel & Passage Management
• Manage reinstatement of staff passages (SOL benefits) in line with company policy.
• Handle concessional ticket issuance, modifications, and cancellations.
• Coordinate and process refunds for cancelled staff passages/tickets.
• Ensure compliance with internal travel policies and airline guidelines.

2. Employee Experience & Query Resolution
• Act as the primary SPOC for employees for all staff leisure and travel-related queries.
• Deliver best-in-class service experience with focus on speed, accuracy, and empathy.
• Resolve employee concerns within defined SLAs, ensuring high satisfaction levels.
• Handle priority and escalated cases with urgency and ownership.

3. Ticketing, Reservations & Tool Management
• Provide hands-on support in ticketing and reservation systems (e.g., GDS / airline tools).
• Troubleshoot and resolve system/tool-related issues impacting bookings or access.
• Support employees with ZED Travel processes and eligibility queries.
• Ensure correctness of travel records and transaction processing.

4. Coordination & Stakeholder Management
• Partner with employees, HR Partners, and internal operations teams to resolve cases effectively.
• Provide support on:
o Nominee addition and name corrections
o Eligibility clarifications and documentation
• Coordinate with internal teams for issue resolution, approvals, and escalations.

5. Alumni & Records Management
• Act as the custodian of alumni employee travel records, ensuring accuracy and compliance.
• Manage data related to former employees eligible for travel benefits.
• Maintain proper documentation and audit trails.

6. Process Governance & Continuous Improvement
• Drive process standardization and streamlining of staff travel operations.
• Identify gaps and implement efficiency improvements and automation opportunities.
• Maintain SLA dashboards, MIS reports, and performance tracking.
• Ensure audit readiness and adherence to policy guidelines.
• Will support SOD (Staff on Duty) basis requirement

Functional & Technical Skills
Functional Expertise
• Staff Travel / Airline Ticketing & Reservations
• Employee Service Delivery & Query Resolution
• Grievance Handling & Escalation Management
• Process Governance & SLA Management
• Stakeholder Management

Technical Skills
• Strong knowledge of ticketing and reservation systems (GDS preferred)
• Experience in handling ZED Travel / airline concessional travel frameworks
• Familiarity with travel tools, booking platforms, and employee service systems
• Proficiency in Excel, MIS reporting, and case tracking tools

Behavioural Competencies
• High authenticity, integrity, and accountability
• Strong customer-first mindset and empathy
• Excellent communication and interpersonal skills
• Ability to handle high-volume employee interactions with professionalism
• Strong problem-solving and ownership orientation
• Detail-oriented with focus on accuracy and compliance

Qualifications & Experience
• Graduate / MBA preferred
• Minimum 6+ years of experience in airline ticketing, reservations, or staff travel management
• Hands-on experience in:
o Ticketing and reservation tools (GDS)
o Employee-facing service roles
o Managing travel benefits / concessional travel / staff passages
• Experience in aviation or travel industry is mandatory

Role Impact
• Acts as the face of Air India Express for employee travel benefits (SOL)
• Drives employee satisfaction and trust through seamless service delivery
• Ensures efficient, compliant, and scalable staff travel pr