Sr. ADM Analyst

Job description

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.

What You'll Do:

1. 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.

2. Stakeholder Engagement

• Partner with internal Operations teams, Product, and Airline Partnerships to bridge the gap between technical ticketing issues and financial reporting.
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