To lead and manage the end-to-end Staff Travel operations, ensuring efficient handling of employee travel requests including duty travel, compassionate travel, concessions, and general enquiries, through a contact centre environment (calls, emails, and digital channels). The role is accountable for service delivery performance, team leadership, process efficiency, financial control, vendor management and employee experience, ensuring timely, accurate, and high-quality support to employees while maintaining compliance with company policies..

Accountabilities

•    Service Operations Management: Lead daily Staff Travel operations across calls, emails, and requests, ensuring efficient case handling and service continuity
•    Service Delivery & SLAs: Ensure achievement of response, resolution, and quality KPIs across all staff travel enquiries and bookings
•    Team Leadership: Manage and develop the operations team, driving productivity, engagement, and service excellence
•    Employee Experience: Ensure a responsive, efficient, and empathetic service experience for all staff travel interactions
•    Travel Request Management: Oversee accurate and timely handling of duty, compassionate, and other travel requests in line with policy
•    Financial Management: Own budget accountability, cost control, and identification of financial optimization opportunities
•    Vendor Coordination: Manage day-to-day coordination with external travel providers (non-Etihad bookings), ensuring service quality and timely fulfilment
•    Performance & Reporting: Monitor KPIs (volume, SLA, backlog, productivity) and provide insights for continuous improvement
•    Process Improvement & Automation: Identify and implement improvements in workflows, service models, and operational efficiency
•    Compliance & Governance: Ensure adherence to staff travel policies, documentation standards, and audit requirements
•    Financial Administration: Oversee invoice validation and reconciliation, and ensure appropriate use of corporate travel payment methods
•    Stakeholder Management: Liaise with HR, Finance, Recruitment, RM and travel vendors to ensure aligned and effective service delivery

•    A Bachelor’s degree and minimum 3–5 years in a people leadership role. 
•    7–10 years of experience in service operations / contact centre / shared services
•    Experience in travel operations or airline staff travel preferred
•    Exposure to vendor coordination and basic financial processes

Etihad Airways is more than the UAE’s national airline - we’re shaping the future of global aviation. From our hub in Abu Dhabi, we connect people across continents and cultures, while driving our “Journey 2030” ambition to double our fleet, expand our network and grow our people for a new era of excellence. Join us and become part of a vision where the world is your workplace and extraordinary experiences take flight.

To learn more visit www.etihad.com

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