Business Support Assistant SC-4 (Travel)
Organizational Context
The World Food Programme (WFP) is the world's largest humanitarian organization, dedicated to saving lives and building pathways to peace, stability, and prosperity. Operating under the One Global HQ model, WFP has established a GHQ Travel Hub to centralize and optimize global travel services, ensuring policy compliance, cost efficiency, and consistent service delivery worldwide.
Job Purpose
The Business Support Assistant (Travel) will provide essential end-to-end air ticket processing services, primarily utilizing a Global Distribution System (GDS). This role is crucial for supporting WFP's operational readiness by ensuring timely and accurate travel arrangements for staff worldwide. The incumbent will be responsible for managing flight bookings, identifying optimal routing and fare options, and ensuring all ticketing adheres strictly to WFP travel policies and corporate efficiency principles. This position requires strong technical expertise in airline reservations and ticketing rules, excellent client support skills, and the ability to maintain high accuracy and compliance in a fast-paced environment, contributing to the overall efficiency of the GHQ Travel Hub.
Responsibilities
The primary responsibility is to process air travel requests efficiently and accurately using a Global Distribution System (GDS). This involves performing flight searches, making reservations, and ensuring compliance with World Food Programme (WFP) travel policies, financial rules, and security requirements. The role requires identifying optimal routing and fares, preparing proposed flight options for travelers, and coordinating itinerary confirmations. Once finalized, itineraries are submitted for ticket issuance through the BCD Automated Ticket Issuance system, ensuring timely delivery of e-tickets and travel documents. A key aspect is maintaining compliance with cost-containment principles, such as selecting the lowest logical fares and approved routes. The position also involves acting as a point of contact for ticketing-related inquiries, liaising with travel management companies and internal stakeholders to resolve issues like re-issues, exchanges, and cancellations. Supporting travelers during disruptions by proposing alternative solutions and coordinating corrective actions is crucial. Furthermore, the role contributes to process improvement by sharing knowledge on GDS functionality and best practices, and by identifying recurring issues or policy gaps to propose solutions. The ultimate goal is to ensure timely, accurate, and compliant ticketing, high traveler satisfaction, and strengthened operational efficiency of the travel hub.
Work Experience
Requires a minimum of 4 years of relevant experience in airline reservations, ticketing, or travel operations. Prior experience with Travel Management Companies (TMCs) or international organizations is beneficial. Familiarity with UN/common system travel rules is desirable. Strong technical expertise in airline reservations and ticketing is essential, along with a client-oriented mindset, attention to detail, and strong organizational skills.
Skills
Global Distribution System (GDS), Airline Reservations, Ticketing Rules, Fare Construction, Travel Policy Compliance, Cost Containment, Client Support, Process Improvement, Coordination, Communication Skills