Fareportal - Manager/Senior Manager - Cancellation Audit & Reporting (7-10 yrs)

Title: Manager/Sr. Manager - Cancellation Audit & Reporting (Flight Tickets/Hotels)

Location: Gurgaon, India

Type: Hybrid (work from office)

Job Description

Who We Are:

- Fareportal is a travel technology company powering a next-generation travel concierge service.

- Utilizing its innovative technology and company owned and operated global contact centers, Fareportal has built strong industry partnerships providing customers access to over 600 airlines, a million lodgings, and hundreds of car rental companies around the globe.

- With a portfolio of consumer travel brands including CheapOair and OneTravel, Fareportal enables consumers to book-online, on mobile apps for iOS and Android, by phone, or live chat.

- Fareportal provides its airline partners with access to a broad customer base that books high-yielding international travel and add-on ancillaries.

- Fareportal is one of the leading sellers of airline tickets in the United States.

- We are a progressive company that leverages technology and expertise to deliver optimal solutions for our suppliers, customers, and partners.

FAREPORTAL HIGHLIGHTS:

Fareportal is the number 1 privately held online travel company in flight volume.

Fareportal partners with over 600 airlines, 1 million lodgings, and hundreds of car rental companies worldwide.

2019 annual sales exceeded $5 billion.

Fareportal sees over 150 million unique visitors annually to our desktop and mobile sites.

Fareportal, with its global workforce of over 2,600 employees, is strategically positioned with 9 offices in 6 countries and headquartered in New York City.

Roles & Responsibilities:

1. Data Auditing & Analysis

- Lead the auditing process of flight and hotel cancellations, ensuring compliance with organizational policies and identifying patterns that may indicate potential fraud and incorrect cancellation.

- Analyze large datasets related for flight and hotel cancellations to identify trends, anomalies, and areas of concern.

- Use advanced Excel techniques (pivot tables, macros, VLOOKUP, data validation) to process, clean, and summarize data from multiple sources.

- Collaborate with cross-functional teams to assess cancellation trends and improve data accuracy and integrity.

Fraud Detection & Prevention:

- Develop and implement fraud detection algorithms using data modeling, and analysis.

- Identify suspicious activities and transactions related to flight and hotel bookings, cancellations, and refunds.

- Design and monitor fraud detection dashboards in Power BI, providing timely insights into potential fraudulent activities.

- Conduct root cause analysis of fraudulent activities and recommend preventive measures to reduce risk and minimize losses.

System Cancellation Monitoring:

- Oversee agent-initiated cancellations, ensuring they are legitimate, processed in accordance with company policies, and not manipulated for personal gain or external fraud.

- Analyze system-generated cancellations to identify errors or misconfigurations in automated processes that could lead to incorrect or excessive cancellations.

- Work with Tech teams to diagnose and correct system-related issues that may be contributing to high cancellation rates or errors, improving system accuracy and reducing customer impact.

- Investigate the underlying causes of agent errors and create guidelines, training, and feedback loops to mitigate improper agent cancellations.

Reporting & Dashboards:

- Design and create insightful, visually appealing reports and dashboards in Power BI to track key performance indicators (KPIs) such as cancellation rates, fraud incidents, and dupe discrepancies.

- Automate reporting processes to ensure real-time data availability and accurate reporting on cancellations, refunds, and fraud cases.

- Provide regular reports and insights to senior management on cancellation trends, fraud risks, and process improvements.

Process Improvement & Optimization:

- Review and continuously improve data collection, auditing, and reporting processes to ensure efficiency and accuracy.

- Propose and implement data-driven strategies to minimize flight and hotel cancellations, reduce fraud.

- Collaborate with the Tech department to enhance data systems, ensuring seamless integration between booking platforms, databases, and reporting tools.

Stakeholder Collaboration & Communication:

- Work closely with the finance, tech, operations, and customer service teams to investigate any irregularities or discrepancies in bookings, cancellations, and refunds.

- Communicate findings and insights to senior management in a clear and concise manner, making actionable recommendations for business improvements.

Team Leadership & Development:

- Lead and mentor a team of data analysts and auditors, ensuring continuous development of technical skills and knowledge in data analytics and fraud detection.

- Provide training on best practices in data analytics, fraud detection techniques, and the use of Excel, SQL, and Power BI.

- Set performance goals for the team, monitor progress, and provide feedback to enhance productivity and performance.

SQL & Database Management:

- Develop and maintain complex SQL queries to extract, filter, and manipulate large datasets from databases related to flight and hotel bookings.

- Ensure data integrity, accuracy, and consistency in databases, identifying and resolving issues as they arise.

- Collaborate with Tech teams to design and optimize database structures for better data access and reporting.

Compliance & Risk Management:

- Ensure adherence to legal, regulatory, and company-specific guidelines regarding cancellations, refunds, and fraud detection.

- Regularly review internal controls and audit processes to minimize risks related to data errors, fraud, and financial discrepancies.

Continuous Learning & Innovation:

- Stay updated on industry best practices, emerging trends in data analytics, fraud detection techniques, and new tools (e.g , machine learning, AI) that can improve audit processes.

- Experiment with new data analysis methods and tools to continuously improve fraud detection accuracy and reporting efficiency.

Required Skills & Qualifications :

- Education: Bachelors or masters degree.

- At least 7-10 years of experience in data analysis, auditing, or fraud detection within the travel, airline, or hospitality industry.

- Proven experience in handling large datasets, creating reports, and performing complex data analysis.

- Proficiency in Microsoft Excel (including pivot tables, formulas, and macros).

- Analytical & Problem-Solving: Strong ability to analyze complex data, identifies trends, and recommend data-driven solutions.

- Attention to Detail: Ability to identify small discrepancies or fraudulent activities within large datasets.

- Communication Skills: Strong verbal and written communication skills to present findings and collaborate with cross-functional teams.

- Leadership: Proven ability to lead and mentor a team of data analysts.

Preferred Skills :

- Expertise in Power BI for building interactive dashboards and reporting.

- Basic SQL skills for querying, data manipulation, and database management.

(Optional but a plus)