About this role
Role Summary
We are looking for a Certified Six Sigma Black Belt with deep domain expertise in Travel Management Company (TMC) back-office operations (mid-office, ticketing, reconciliation, supplier settlements). You will drive & support process excellence across a 500+ FTE setup, bridging execution and strategic transformation to improve First Pass Yield (FPY) and eliminate waste.
Key Responsibilities
Process Excellence & Strategy
• Lead back-office transformation using DMAIC/DMADV • Apply Six Sigma tools (SIPOC, FMEA, Control Charts, Hypothesis Testing) to reduce service defects • Eliminate non-value-add (NVA) activities and drive COPQ reduction • Ensure compliance with TMC SLAs and automate manual workflows via GDS (Sabre/Amadeus/Galileo)
Black Belt Duties
• Lead high-impact projects (e.g., reduce ticket reissue TAT by 40%) • Mentor Green Belts and managers in statistical methods • Establish Cpk/Ppk, deploy SPC, and support CSAT improvement through data insights
Core Operations
• Drive zero-defect culture and daily kaizen • Manage client relationships and lead performance reviews • Collaborate with digital teams to implement RPA bots • Help build dashboards (Power BI/Tableau) tracking DPMO, rolled throughput yield, and cycle time
Qualifications
Mandatory
• Certified Lean Six Sigma Black Belt • 12–15 years total experience, with 6+ years in TMC or travel BPO (airlines, OTA, corporate travel) • Proven track record of Black Belt projects with documented financial impact • Expertise in Minitab or JMP
Preferred
• Knowledge of GDS mid-office systems, BSP/ARC reconciliation • Experience with ISO 9001:2015 or COPC • Familiarity with NDC and travel APIs
Competencies
• Statistical: Hypothesis testing, regression, ANOVA • Travel domain: Fare logic, exchange calculations, net/net-invoice models • Project Management: Project management to deliver right deployment/delivery • Soft skills: Change management, data storytelling • Tools: Jira, GDS scripts, SharePoint, Minitab
Client relationship management, consulting services analyzing existing business problems and developing strategies for improvement.
Mandatory
• Certified Lean Six Sigma Black Belt • 12–15 years total experience, with 6+ years in TMC or travel BPO (airlines, OTA, corporate travel) • Proven track record of Black Belt projects with documented financial impact • Expertise in Minitab or JMP
Preferred
• Knowledge of GDS mid-office systems, BSP/ARC reconciliation • Experience with ISO 9001:2015 or COPC
Familiarity with NDC and travel APIs