Senior Executive

This Senior Executive role within EXL Service involves handling the most complex and escalated customer interactions in the travel domain. You will provide expert guidance on intricate fare rules, ticketing, exchanges, refunds, and multi-modal itineraries covering Air, Hotel, Car, and Rail. A core duty is to ensure first-contact resolution while consistently meeting customer satisfaction targets and Service Level Agreements. You will serve as the primary point of contact for high-value travelers, critical cases, and nuanced policy interpretations. Strict adherence to client-specific travel policies, Standard Operating Procedures, and all compliance guidelines is mandatory. You will support quality assurance audits, perform error analysis to identify root causes, and lead initiatives to reduce errors, rework, financial write-offs, and complaints. Additionally, you will identify process inefficiencies, recommend continuous improvements, and provide real-time support and coaching to frontline analysts on the operational floor.