Manager - Commercial Operations

Company: Zyentara Solutions (Pvt) Ltd

Role Summary

Our client, a well-established organization in the travel industry, is seeking an experienced Manager - Commercial Operations to lead its airline ticketing and reservations function. This is an excellent opportunity for a commercially driven professional with strong leadership capabilities and extensive expertise in airline ticketing operations to contribute to business growth while ensuring operational excellence.

Key Responsibilities

Commercial Operations

• Manage the day-to-day commercial operations of the airline ticketing and reservations department.
• Drive the achievement of commercial objectives and budget targets.
• Ensure operational efficiency while maintaining the highest standards of customer service.
• Monitor performance and implement process improvements to enhance productivity and profitability.

Airline Ticketing & Reservations

• Pricing complex domestic and international itineraries.
• Issuing airline tickets accurately.
• Processing ticket reissues, including date changes and rerouting on the same airline.
• Handling ticket cancellations and refunds.
• Issuing and refunding Electronic Miscellaneous Documents (EMDs).
• Managing GDS queues and resolving Passenger Name Record (PNR) issues.
• Interpreting fare rules, penalties, tax revisions, cabin upgrades/downgrades, and minimizing Airline Debit Memo (ADM) risks.

Leadership & Team Management

• Lead, supervise, and support junior ticketing and reservations staff.
• Review ticketing transactions to ensure accuracy before issuance.
• Coach and train team members on GDS best practices and airline procedures.
• Maintain high operational standards, service quality, and process consistency.
• Foster a collaborative, customer-centric, and high-performing team environment.

Requirements/Qualifications

• IATA qualification or a recognized Airfare and Ticketing Certification.
• Strong understanding of world geography and international travel routes.
• Minimum 3–4 years of managerial experience in airline ticketing and reservations.
• Proven experience in achieving commercial and budget targets.
• Experience in leading operational teams within the travel or aviation industry.
• Experience in Seafarer ticketing and Visa processing.
• Excellent organizational, planning, multitasking, analytical, and problem-solving skills.
• Ability to work under pressure and meet tight deadlines.
• Excellent communication skills in English and Sinhala and/or Tamil.
• Professional, customer-focused, and service-oriented approach.
• Strong leadership, coaching, and interpersonal skills.
• High attention to detail and commitment to operational excellence.

Technical Requirements

The ideal candidate should demonstrate strong proficiency in the following Global Distribution Systems (GDS):

• Amadeus
• Galileo / Travelport
• Sabre

Location

Location: Colombo, Sri Lanka

Work Mode: On-site

Employment Type: Fulltime