{"id":3593163,"url":"https://alion.io/job/etraveli-group-associate-manager-refunds","title":"Associate Manager - Refunds","company":{"id":692204,"name":"Etraveli Group","domain":"etraveligroup.com","url":"https://alion.io/company/etraveligroup","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Teamtailor","truth_index":{"grade":"A","score":89,"open_postings":9,"ghost_share":0,"stale_share":0.444,"repost_share":0,"time_to_fill_p50_days":35,"computed_at":"2026-11-04T06:34:25Z"}},"role":"Management","role_family":"Management","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mumbai, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":7000,"max_usd":17000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":15},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-01T19:08:50Z","employer_posted_date":"2026-11-01","last_verified_at":"2026-11-04T01:11:34Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Etraveli Group is a leading global flight technology provider, specializing in flight sales and offering flight content delivery and fintech products. We are here to solve complexity, by connecting millions of flights and travelers across the globe, from search and selection to trip and beyond.\nWe partner with major global platforms such as Booking.com, Google Flights, Skyscanner, and Kayak, providing seamless flight booking and related services. Our B2B portfolio includesPrecision, our specialist in travel fintech;Tripstack, our B2B Flights as a Service Provider and world leader in virtual interlining, serving as the gateway to Etraveli Group’s flight content and fulfillment services;Wenrix, the AI Infrastructure for profitable growth in air; and Flygresor.se, Sweden’s leading flight comparison site. We also operate our own online travel agency brands including Gotogate, Mytrip, and Flightnetwork.\nEvery day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 3200 passionate professionals is what makes us the industry’s tech wonder and the best in the world at what we do.\nMajor offices in Sweden (HQ), Greece, India, Canada, Israel, Poland, UK, and Uruguay.\nThe Role:\nAn Associate Manager in Refunds team has a broad role, making sure the department objectives are accomplished by managing staff; plans and evaluates department activities and ensures the operations of the department are running smoothly and the customers needs and expectations are met.\nThis role also demands a lot of liaising with other team members, including interacting with managers of different areas of the organization, presenting findings to stakeholders and higher management as well as training and supervising new employees and tracking and measuring team performance. By managing day-to-day activities, analyzing statistics and reading and creating reports.\nThis role requires a person with advanced knowledge of all the refunds products, strong analytical background, customer centricity, people management and problem solving skills and of course the ability to communicate effectively with team members, managers and other partners.\nDuties & Responsibilties:\nOversee day-to-day operations across assigned lines of business (LOBs) to ensure consistent service delivery, SLA adherence, and operational excellence.\nManage high-level customer and operational escalations that exceed team lead resolution authority.\nConduct regular dip checks, audits, and skip-level meetings to monitor floor health, quality standards, and agent engagement.\nPartner with Workforce Management (WFM) to optimize shift planning, shrinkages, scheduling, and staffing requirements against performance gaps.\nIdentify operational risks, integrity concerns, and cross-departmental mishandlings, raising timely flags and mitigation plans with relevant stakeholders.\nDirectly supervise, mentor, and coach Team Leaders to elevate their leadership capabilities and daily operational management.\nEstablish clear personal performance targets (KPIs/OKRs) for Team Leaders, tracking daily outputs and driving continuous improvement.\nConduct structured weekly, monthly, quarterly, and annual performance appraisals, addressing performance or behavioral gaps with formal action plans.\nFoster an open, collaborative culture built on psychological safety, two-way feedback, and active idea sharing.\nEnsure organizational communications, policy updates, and process changes cascade seamlessly from leadership to frontline agents.\nDevelop a deep end-to-end (E2E) understanding of operational workflows, B2B contractual agreements, KPIs, and service fee frameworks.\nLead deep-dive process reviews with Team Leaders to identify bottlenecks, eliminate inefficiencies, and champion automation initiatives.\nDrive root-cause analyses on recurring defects or performance variances, implementing long-term preventative measures.\nPrepare, analyze, and present comprehensive operational reports, highlighting operational trends, team productivity, and key variances.\nActively represent operations in departmental alignments, business reviews, and cross-functional forums (Quality, Training, Process Engineering, and Leadership).\nMaintain clear, collaborative alignment with internal stakeholders to protect customer experience, contractual obligations, and brand standards.\nRequirements:\nExperience of managing or leading team leaders (Minimum 4 years of documented experience as a people manager)\nMandatory background & experience in airline/travel refunds with hands-on proficiency in GDS and BSP\nLeadership skills - ability to engage and mentor a large team across locations\nAnalytical and data driven\nExcellent communication & interperosnal skills\nInitiative skills (the ability to be resourceful and work independently - resilient, determined and proactive)\nHave skills to manage basic operational metrics such as TATs, SLAs, Losses, Coverage, Shrinkage & Attritions\nHave clarity and understanding of managing procedural metrics like ADMs, Losses, Mishandlings and refund delays.\nAdvocate to company values\nAdapting well to change and complexity\nReady to take off from day #1\nThorough On Boarding Process\nWe are building a stellar onboarding adventure just for you, spanning your first 120 days, including access to learning resources, Q&A sessions with our CEO and a buddy program.\nCompetitive Benefits\nWe pay fairly and align compensation with your role's impact on the company. Referral bonus, pension and insurances are also applicable, with some variations across our locations.\nWellbeing & Community\nIn order to be the best version of you every day, you need an environment that provides for your wellbeing. From breakfast & good coffee to start your day to healthcare, employee assistance plans and team bonding events we've got you covered!\nOpportunities for Development\nYou will find extensive learning opportunities, team training and workshops connected to your role as well as guidance from renown leaders, all provided in a fast pace environment with flat hierarchies.\nDiversity disclaimer\nAt Etraveli Group we value diversity; we pride ourselves on being a company represented by people of all different backgrounds. During hiring, we are committed to ensure equality and promote diversity in the workplace at every selection stage. As such, we provide the same opportunities for all candidates regardless of race, religion or belief, gender, nationality, ethnicity, sexual orientation, age, marital status, disability, or any other characteristic protected under any anti-discrimination law or regulation.","description_format":"text","description_chars":6633,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Sweden","iso":"SE","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Travel Agencies","Travel Technology"],"lifecycle":[{"event":"open","at":"2026-11-01T22:43:14Z"}],"visa":[],"liveness":{"score":95,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.946,"p_room":1,"age_days":2,"expected_fill_days":35,"reasons":["conf:5","urgency","win:early","comp:junior"],"computed_at":"2026-11-04T06:34:25Z"},"pay":null,"html_url":"https://alion.io/job/etraveli-group-associate-manager-refunds","json_url":"https://alion.io/job/etraveli-group-associate-manager-refunds.json","meta":{"generated_at":"2026-11-04T06:50:42Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":10752,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-05T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":692204},"rest":"https://alion.io/mcp/rest/get_company?id=692204"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fetraveli-group-associate-manager-refunds"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fetraveli-group-associate-manager-refunds"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fetraveli-group-associate-manager-refunds"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/etraveli-group-associate-manager-refunds\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fetraveli-group-associate-manager-refunds"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3593163}},{"tool":"search_jobs","arguments":{"company":"etraveligroup.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3593163},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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