ADM Analyst

Responsibilities

• Strategic Dispute & Risk Mitigation
• Design and optimise end-to-end dispute workflows to consistently reduce financial leakage and improve recovery rates.
• Perform deep-dive gap analyses to identify systemic ticketing errors and implement preventative controls.
• Lead investigations into complex fraud and chargeback cases, partnering with the Fraud & Risk teams to mitigate multi-channel exposure.
• Provide expert guidance and act as the final point of escalation for complex disputes, leveraging airline and GDS relationships to negotiate settlements and secure waivers.
• Stakeholder Engagement
• Partner with internal Operations teams, Product, and Airline Partnerships to bridge the gap between technical ticketing issues and financial reporting.
• Build and leverage relationships with airline desks and GDS providers to facilitate "goodwill" waivers and resolve long-standing discrepancies.
• Monitor vendor performance and provide technical guidance to ensure global third-party partners meet accuracy and recovery targets.
• Data and reporting
• Transform raw memo data into actionable dashboards and KPIs that highlight operational trends.
• Manage Jira-based project lifecycles for back-office application enhancements, ensuring our internal tools evolve alongside industry changes.

Requirements

• Experience: 5+ years in travel industry operations, with a heavy focus on ticketing, and revenue recovery.
• GDS/NDC Expert: You are a power user in at least one GDS (Sabre or Amadeus). You have the technical depth to investigate complex PNR histories and understand the nuances of NDC and GDS distribution.
• Problem Solver: You don't just identify errors; you look for the root cause. You have a proven track record of developing strategies that reduce recurring debit memos and minimize financial loss.
• Advanced Data Interpretation: Ability to manage and interpret ADM data. You can accurately track and report on recovery trends, translating complex data into simple, useful updates for stakeholders.
• Skilled Negotiator: You have the confidence and industry knowledge to negotiate waivers and settlements directly with airline desks and GDS providers.
• Effective Communicator: Exceptional written and verbal skills. You can bridge the gap between technical ticketing issues and financial reporting for stakeholders at all levels.
• Proactive & Adaptable: You are self-driven and comfortable leading initiatives in a fast-paced, evolving environment.

Additional Information

As a Senior Analyst , your job is to move beyond resolving individual disputes and focus on the bigger picture. You will oversee our global debit and credit memo workflows, ensuring our third-party partners and internal teams are accurate, efficient, and meeting their targets. We are looking for a GDS expert who understands the full lifecycle of a ticket and can navigate the technical complexities of ARC and BSP. You won't just fix errors; you will identify the systemic reasons they happen and design the processes to stop them. You will act as the final point of escalation for complex disputes, manage high-level airline relationships, and find ways to automate our back-office operations to reduce financial loss.

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