Senior Executive
EXL Talent Acquisition Team
Senior Executive
About this role
Key Responsibilities
- Handle complex and escalated customer interactions related to Air, Hotel, Car, Rail, exchanges, refunds, and policy exceptions
- Provide expert guidance on fare rules, ticketing, exchanges, refunds, and complex itineraries
- Ensure first‑time resolution while maintaining customer satisfaction and SLAs
- Act as the point of contact for critical cases, high‑value travellers, and policy interpretations
- Ensure strict adherence to client travel policies, SOPs, and compliance guidelines
- Support quality audits, error analysis, and root cause identification
- Drive reduction in errors, rework, write‑offs, and customer complaints
- Identify process gaps and recommend continuous improvement opportunities
- Provide real‑time floor support to analysts and senior analysts
- Mentor and coach team members on process updates, best practices, and complex scenarios
- Support new joiner ramp‑up, shadow sessions, and on‑the‑job learning
- Share updates related to policy changes, vendor rules, and system enhancements
SME
- 3–5 years of experience in Travel Voice Operations supporting US corporate travellers
- Prior experience as Senior Analyst / SME / Escalation Desk preferred
- Strong hands‑on expertise in Air, Hotel, Car, Rail bookings, exchanges, cancellations, and refunds
- Excellent understanding of corporate travel policies and fare rules
- Proficiency in GDS systems such as Sabre / Amadeus / Galileo (preferred)
Required Skills
- Strong verbal communication with clear, confident US‑customer interaction skills
- Excellent problem‑solving and decision‑making ability
- High attention to detail and accuracy
- Ability to manage pressure situations and time‑sensitive escalations
- Coaching and mentoring mindset
- Strong ownership, accountability, and customer‑first approach
Language Proficiency Requirement
- Minimum CEF (CEFR) Level: B1–7 or B2-8 (Intermediate to Upper-Intermediate proficiency in English)
- Ability to communicate fluently and confidently with US-based customers
Frequently Asked Questions
Is the salary disclosed for the Senior Executive position at EXL Talent Acquisition Team?
The salary for this Senior Executive role at EXL Talent Acquisition Team is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Senior Executive position at EXL Talent Acquisition Team located?
This Senior Executive role at EXL Talent Acquisition Team is based in Gurugram, Haryana, India. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
How do I apply for the Senior Executive position at EXL Talent Acquisition Team?
Click the "Apply Now" button on this page. You will be redirected to EXL Talent Acquisition Team's official application portal hosted on oraclecloud where you can submit your application directly.
When was the Senior Executive job at EXL Talent Acquisition Team posted?
This Senior Executive position at EXL Talent Acquisition Team was posted on Aug 12, 2026. Apply as soon as possible — early applications are often reviewed first.
Senior Executive
EXL Talent Acquisition Team
You'll be redirected to EXL Talent Acquisition Team's official application page on oraclecloud.