Job Description

The Operations Analyst II (Global Travel) is responsible for managing, resolving, and escalating Travel & Expense–related queries from internal employees and external vendor partners. The role focuses on issue analysis, process improvement, SLA management, and functional support of travel systems, with deep technical knowledge. This role reports directly to the Manager, Operations.

Key Responsibilities

Operational & Customer Support

• Receive, analyze, and resolve requests related to Travel and Expense systems (Concur, Egencia, Citibank Corporate Cards) from internal users and vendor partners.
• Research issues, provide accurate resolutions, or escalate appropriately while ensuring timely closure.
• Explain and guide users on relevant travel and expense policies and procedures.
• Monitor escalated requests, follow up proactively, and communicate status updates to stakeholders.
• Build strong, trust‑based relationships through an initiative-taking, customer‑focused approach.

Process & Performance Management

• Identify contact trends and recurring issues to help improve processes and reduce future queries.
• Support definition and streamlining of operational processes to enhance user experience.
• Track and manage assigned KPIs and SLAs, ensuring compliance with service commitments.
• Ensure adherence to audit, compliance, and internal control requirements.

Functional Systems & Semi‑Technical Support

• Function as a functional SME for Global Travel tools across Concur, Egencia, and Citibank Corporate Cards.
• Assist in system enhancements, configuration changes, testing, and release readiness from a user and business perspective.
• Support UI/UX improvement initiatives across Global Travel tools to enhance usability and adoption.
• Perform or support root cause analysis for complex issues, focusing on long‑term resolution and risk reduction.
• Partner with IT, Finance, HR, Workday, ServiceNow, and external vendors to resolve integrated system and process issues.

Training & Knowledge Enablement

• Identify training needs based on user behavior and issue trends.
• Contribute to the development and delivery of training materials, user guides, and knowledge articles.
• Support global rollouts, new capability enablement, and change adoption initiatives.

Key Competencies & Skills

• Strong written and verbal communication skills with the ability to explain system and policy concepts clearly.
• Good analytical and problem‑solving skills with a structured, solutions‑oriented mindset.
• Solid understanding of business processes, financial workflows, and controls.
• Ability to manage non‑routine, complex operational issues with minimal supervision.
• Experience working with enterprise business systems; familiarity with Travel & Expense tools is a strong plus.
• Working knowledge of ServiceNow or similar ticketing systems preferred.
• Proficient in Microsoft Office (Excel, Word, PowerPoint, Outlook).
• Comfortable working with system data, reports, trends, and documentation (not a coding role).
• Collaborator with the ability to work across cultures and global teams.

Education & Experience

Education (Minimum):

• Bachelor’s degree in finance, Business, Operations, or a related discipline.

Experience (Minimum 5-8 years):

• Supporting business or operations functions involving internal and external stakeholders.
• Resolving complex operational or system‑related issues in a structured environment.
• Working with cross‑functional and international teams.
• Supporting process changes, system improvements, or operational enhancements.
• Demonstrated ability to communicate effectively with business users and partners.
• Strong organizational, time management, and multi‑tasking capabilities.
• Hands‑on experience using the Microsoft Office Suite.

Mandatory Requirements

• Willingness to work from the office for a minimum of 3 days per week, as required by the function.
• Flexibility to work in rotational shifts, including:
  • 3:00 PM IST – 12:00 AM IST
  • 6:00 PM IST – 3:00 AM IST
• Ability to commute to the office independently as required.
• Willingness to support global users across different time zones.

Our Interview Practices

To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.