Operations Analyst - GDS Back Office

As an Analyst, you are responsible for protecting the company’s revenue by managing the end-to-end lifecycle of Agency Debit Memos (ADMs) and Credit Memos (ACMs). You will investigate ticketing discrepancies, dispute invalid airline charges, and ensure that our financial records align with global settlement systems.

We are looking for someone who understands why it happened, find the root cause, and build a case to win the money back.

What You'll Do:

1. Dispute Investigation & Resolution

• Investigate & Resolve: Analyze the validity of airline debit memos (ADMs) and credit memos (ACMs) using ARC Memo Manager and IATA BSPLink.

• GDS Deep-Dives: Research PNR history (native GDS/NDC channels) to verify fare rules, taxes, and booking procedures to dispute incorrect charges within strict industry deadlines.

• Identify Trends: Look beyond individual cases to find patterns; is it a specific agent error, a system glitch, or an airline policy change? You will proactively report these to the management to help stop future losses.


• Collaborate & Negotiate: Work with GDS/NDC partners, airlines desk and internal commercial teams to negotiate settlements and resolve long-standing disputes.

2. Financial Reconciliation & Reporting

• 
  

  Reconciliation Accuracy: Reconcile open debit and credit memos against the BSP/ARC Hot files to ensure Accounts Receivable (AR) accuracy.



• 
  

  Performance Tracking: Maintain dashboards on recovery rates, net loss, and "cost-to-resolve" metrics.

3. Process Improvement

• 
  

  Workflow Automation: Utilize tools like Jira and Salesforce to track the status of disputes and suggest enhancements to internal back-office software.



• 
  

  Compliance: Ensure all processes adhere to IATA Resolution 850m and local ARC/BSP regulations.

What We’re Looking For:

Experience: 2-3 years in travel operations (ticketing focus) with hands-on ARC/BSP experience.

GDS/NDC Expert: Highly proficient in Sabre or Amadeus and good understanding of NDC channels. You are proficient in reading PNR history and understand the full lifecycle of a ticket from booking to settlement.

Investigative Instinct: You don’t just see a charge; you have a natural curiosity to find the "why" behind the error.

Technical Knowledge: Deep understanding of airline rules, including exchanges, refunds, and schedule changes.

Analytical & Proactive: Ability to interpret data, identify trends, and suggest actionable strategies to prevent future losses.

Organized: Able to manage a high volume of cases and meet strict industry deadlines in a fast-paced environment.

Communicator: Excellent written and verbal skills—you can simplify complex ticketing issues for any audience.