Job Description: 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
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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
