Manager – Group Desk System
Jazeera Airways is seeking an experienced and results-oriented Manager – Group Desk System to design, build and lead the Group Desk systems. This is a greenfield opportunity, requiring a visionary professional with a background in group desk operations, system development and low-cost airline processes. The ideal candidate will have hands-on experience with Navitaire systems and a proven ability to implement and manage end-to-end group booking systems while working closely with diverse stakeholders across the organization.
In this pivotal role, you will partner with teams in Finance, Sales, Sales Support, Call Center, E-Commerce, IT (Digital Transformation) and Website Development to ensure the seamless operation of the group booking platform.
Responsibilities and Duties:
System Implementation and Custodianship:
- Lead the implementation and customization of the Navitaire system to meet the specific needs of group booking processes.
- Act as the custodian of the group desk system, ensuring optimal performance, usability, and security.
- Partner with the IT (Digital Transformation) team to integrate the group desk platform with Jazeera Airways’ ecosystem, including CRM, website, and e-commerce channels.
- Oversee testing, deployment, and user training for all new system features.
Stakeholder Collaboration:
- Collaborate with cross-functional teams, including:
- Finance: Ensure accurate invoicing, reconciliation, and reporting.
- Sales: Align system capabilities with market demands and revenue goals.
- Sales Support and Call Center: Develop tools and training for seamless customer service.
- E-Commerce and Website Development: Enhance the digital booking experience for B2C customers.
- IT (Digital Transformation): Drive technical innovations and ensure system compatibility.
- Facilitate regular stakeholder meetings to gather feedback, address challenges and align priorities.
Operational Excellence and Automation:
- Streamline group booking workflows through automation, reducing manual effort and turnaround times.
- Design and document efficient processes for group inquiries, booking confirmations, payments and post-booking support.
- Monitor system usage, identify bottlenecks and implement continuous improvement strategies.
Customer-Centric Approach:
- Ensure the group booking system delivers a user-friendly, efficient and reliable experience for B2B agents and B2C customers.
- Incorporate customer feedback into system enhancements and operational strategies.
- Create tools to simplify inquiries, pricing requests and bulk ticket management for agents and direct customers.
Performance Analysis and Reporting:
- Develop key performance indicators (KPIs) to measure system efficiency, booking success rates, and customer satisfaction.
- Generate detailed performance reports for senior management and stakeholders.
- Leverage data analytics to forecast trends, optimize workflows, and improve system
Requirements and Qualifications:
- Bachelor’s degree in Information Technology, Aviation Management or a related field.
- Minimum 7+ years of experience in group desk operations, system implementation or a related role in the aviation industry.
- Proven experience with low-cost airlines and Navitaire systems is mandatory.
- Demonstrated ability to lead greenfield projects and build new business functions.
- Expertise in airline reservation systems, system customization and API integrations.
- Strong leadership and project management capabilities.
- Exceptional analytical, problem-solving and communication skills.
- Proficiency in automating workflows and data-driven decision-making.
