Trade Support Duty Supervisor - Pune, India

Coreops Services Private Limited • Asia & Pacific • 4d ago

Special Note

This role comes under "CoreOps Service Private Limited", Air Arabia's newly launched Global Capability Center in Pune, India.

CoreOps Services Private Limited (a subsidiary of Air Arabia PJSC) caters to the global business operations of the Air Arabia group and provides operations support to the Air Arabia parent company as well as its subsidiaries, joint ventures and associates worldwide. CoreOps” focuses on centralizing, standardizing, and streamlining processes for efficient functioning of the business

Job Purpose

The Trade Support Duty Supervisor is responsible for supervising and controlling day-to-day Trade Support operations within the assigned shift/ area of responsibility, related to travel agency user access, ticketing, and trade-related exception processing. The role ensures accurate execution of transactions, adherence to commercial policies and SOPs, SLA compliance, and effective handling of escalations. The position works closely with Sales, Revenue Management, Customer Support, and IT teams to ensure business continuity, consistent application of fare rules, and high-quality service delivery, while supporting revenue protection and overall trade partner satisfaction through strong operational controls.

Key Result Responsibilities

Oversee daily trade support operations to ensure timely and accurate processing of user access requests, ticketing transactions (FOC, rebate, complimentary), re-bookings, cancellations, refunds, and approved exceptions.
Monitor live workloads, queues, and case volumes; allocate and rebalance tasks to meet SLAs, cut-off times, and commercial priorities across shifts.
Review and validate transactions to ensure accuracy, correct fare application, policy compliance, and proper system documentation, minimizing errors and revenue leakage.
Act as the primary operational escalation point for complex trade partner queries, fare disputes, system issues, and exception cases, coordinating resolutions with Sales, Commercial, Revenue Management, Customer Support, and IT.
Ensure consistent application of commercial directives, fare rules, and trade policies, supporting revenue protection and trade partner satisfaction.
Monitor operational quality through periodic checks and audits, implement corrective actions, and ensure compliance with airline policies, SOPs, and audit requirements.
Oversee compliant usage of GDS, reservation systems, ticketing platforms, and internal tools; identify recurring system or process issues and coordinate with IT for resolution.
Track operational KPIs including SLA adherence, productivity, accuracy, and error rates; prepare concise operational and trade-related reports with actionable insights.
Provide operational guidance and on-the-job support to Trade Support team members on procedures, fare rules, and system usage.
Support onboarding of new staff through process orientation and system familiarization.
Promote consistent knowledge sharing and best practices to ensure standardized execution across trade support operations.

People Management

Provides direction, coaching and guidance to team members for their career and professional development.
Creates a conducive working environment to build and sustain a performance driven, engaged, and committed team.
Ensures people management responsibilities are handled effectively in line with company procedures.

Qualifications (Academic, training, languages)

Diploma or Degree in Travel & Tourism, Airline Operations, or a related field preferred.
Strong operational decision-making and problem-solving skills.
High attention to detail with a strong compliance and risk-control mindset.
Ability to manage high volumes of transactions and escalations in a time-critical environment.
Proficient in Microsoft Office and airline reservation/ticketing systems.
Good verbal and written communication skills in English; additional languages as per local requirements are an advantage.
Ability to work independently with minimal supervision.
Willingness and ability to work on rotational shifts, including weekends and public holidays.

Work Experience

6 years of relevant experience in trade support, airline operations, contact center, or travel services.
With at least 2 years in a supervisory or team-lead role managing shift-based operations within a shared services/contact center setup is a must.
Strong operational knowledge of airline reservations, ticketing, trade policies, and distribution processes.