Job Vacancy – Manager (Commercial Operations: Airline Ticketing & Reservations)

Company: Zyentara Solutions

📍 Location: Colombo, Sri Lanka

🕒 Work Mode: On‑site

📑 Employment Type: Full‑time

Role Overview:

Lead the airline ticketing and reservations function, ensuring operational excellence, commercial growth, and customer satisfaction.

Key Responsibilities:

Commercial Operations

• Manage day‑to‑day ticketing and reservations operations
• Drive achievement of commercial objectives and budget targets
• Ensure efficiency and high standards of customer service
• Monitor performance and implement process improvements

Airline Ticketing & Reservations

• Price complex domestic and international itineraries
• Issue tickets accurately and process reissues (date changes, rerouting)
• Handle cancellations, refunds, and EMD issuance/refunds
• Manage GDS queues and resolve PNR issues
• Interpret fare rules, penalties, tax revisions, cabin changes, and minimize ADM risk

Leadership & Team Management

• Lead and supervise junior staff
• Review transactions for accuracy before issuance
• Coach/train team members on GDS best practices
• Maintain service quality and process consistency
• Foster a collaborative, customer‑centric team environment

Qualifications & Experience:

• IATA qualification or recognized Airfare & Ticketing Certification
• Strong knowledge of world geography and travel routes
• 3–4 years managerial experience in ticketing/reservations
• Proven track record in achieving commercial/budget targets
• Experience in Seafarer ticketing and visa processing
• Strong organizational, analytical, and problem‑solving skills
• Ability to work under pressure and meet deadlines
• Excellent communication in English, Sinhala and/or Tamil
• Professional, customer‑focused approach with leadership skills
• High attention to detail and commitment to excellence

Technical Requirements:

Proficiency in Global Distribution Systems (GDS):

• Amadeus
• Galileo / Travelport
• Sabre