Join our People & Performance team to lead the operational delivery of staff travel services - for both recreational and duty travel. As the Team Leader Employee Travel Experience, you will ensure accurate, uplifting travel facilitation, monitor flight availability, audit travel records, and support strategic reporting. This role also provides frontline support at the airport and enforces travel conduct standards.

What You'll Be Doing

• Supervise staff travel bookings with speed, accuracy, and uplifting service, ensuring policy compliance.
• Manage and maintain the staff travel system, including updates, troubleshooting, and reporting.
• Monitor flight availability and assess travel confirmation likelihood based on operational needs.
• Analyze Daily Sales Reports and flown vs booked tickets, process appropriate refunds.
• Audit travel records for booking accuracy and policy compliance.
• Resolve booking issues and service failures through root cause analysis and corrective actions.
• Track employee complaints and travel issues to identify trends and improve service.
• Provide uplifting service via email, phone, and walk-ins to employees and eligible external users.
• Collaborate with Airports and Outstations to ensure consistent travel policy implementation.
• Coordinate staff support at key travel touchpoints like check-in and boarding.
• Enforce travel conduct standards and promote professional behavior.
• Investigate misuse or fraud in travel benefits and escalate concerns appropriately.
• Oversee duty travel requests, ensuring accuracy and SLA compliance.
• Recommend system improvements to enhance user experience and service delivery.
• Coach the Travel Administrator for consistent service and professional growth.
• Provide team support and backup as needed.
• Be available for urgent or operational travel requests.
• Perform other duties as assigned by leadership.

What We're Looking For

• Diploma or Degree in Business Administration or a related field.
• Alternatively, at least 5-years of relevant experience in travel coordination, airline operations or employee services may be considered in lieu of formal tertiary qualifications.
• Must have experience with Amadeus Reservations Desktop (ARD)
• Experience in using travel booking platforms (e.g. iFly or equivalent)
• Exposure to employee service delivery in a customer-focused environment is highly desirable.
• Experience in data analysis, reporting and forecasting
• Proficient in Microsoft Office Suite (Excel, Word, Outlook).
• Excellent communication and interpersonal skills; ability to deliver uplifting service across all employee touchpoints.
• Strong attention to detail and organizational skills.
• Ability to handle confidential information with integrity and discretion.
• Knowledge of civil aviation travel benefits is an advantage.
• Flexibility to work shifts during peak travel periods or as needed.