Travel Operations Manager

About the Role:

We are looking for a Manager of Travel Operations Back-Office to lead, motivate and develop our team of analysts focused on BSP/ARC reconciliation and debit/credit memo dispute/loss management. In this role, you will be responsible for overseeing daily operations, setting clear performance goals, and fostering a collaborative, high-performing team environment. The ideal candidate is a strong communicator with a proven track record of effective leadership, conflict resolution, and strategic thinking. Your ultimate goal will be to maximise team productivity, ensure high-quality outputs, and help individual team members reach their full potential while aligning with Navan's core values and business objectives. As a subject matter expert in IATA/BSP and ARC settlement operations, you will ensure Navan's global accounts are accurately reconciled, fully compliant, and seamlessly integrated with our back-office systems. 

What You'll Do: • Lead a team handling critical reconciliation, settlement, and dispute processes. Maintain Navan's IATA/IATAN process compliances.

• Troubleshoot financial discrepancies and help scale our enterprise-grade back-office systems. 

What We're Looking For:

• Deep expertise in BSP/ARC, Debit/Credit memo processes and BSP/IAR Operations.

• Collaborate across cross-functional teams and external partners to optimize collections and reduce bad debt exposure

• Hands-on proficiency with GDS platforms (Sabre/Amadeus), NDC, and reconciliation systems.

• A collaborative leader who thrives in fast-paced environments and loves building robust, scalable processes and drives process efficiencies 

Key Responsibilities:

• Reconciliation and Compliance:

  o Build and execute processes for accurate and timely reconciliation of ARC & BSP accounts worldwide.

  o Develop tools and reporting procedures to automate billing, remittance and reconciliation of partner agency billings.

  o Ensure strict adherence to BSP/IAR regulatory standards, including the timely submission of all required reports.

• Risk Management and Process Improvement:

  o Establish internal controls and operational redundancies to safeguard settlement workflows..

  o Analyze reconciliation variances, identify root causes, and implement swift corrective actions.

  o Conduct periodic audits to verify accuracy and compliance with industry regulations.

• Contribute to process improvement initiatives to enhance efficiency and scalability in settlement workflows.

• Stakeholder Collaboration and Reporting:

  o Partner with Finance, Operations, and Product teams to align reconciliation processes and data reporting needs

  o Prepare executive reports highlighting key financial trends, operational risks, and process improvements

  o Track and produce KPI reports across all processes while actively managing team OKRs.

• Operations & Performance Management

  o Set clear, measurable individual and team goals (KPIs/OKRs) aligned with company objectives.

  o Monitor team workflows, delegate tasks effectively, and optimize resource allocation to ensure deadlines are met.

  o Track and report on team performance metrics to senior leadership on a weekly/monthly basis.

  o Identify bottlenecks in current processes and implement continuous improvement strategies to boost efficiency and quality.

• Training and Knowledge Sharing