Role Overview
The Notification Handling Executive is responsible for managing and monitoring all customer communication sent across the travel journey. This includes proactive notifications for booking confirmation, schedule changes, delays, cancellations (IROPs), gate changes, baggage alerts, and other customer-facing updates.
The role ensures 100% delivery of notifications using all available channels (SMS, Email, WhatsApp, IVR, App Push), verifies tool performance, and supports automation initiatives to enhance communication efficiency and reliability.
Key Responsibilities
- End-to-End Notification Management
- Manage and monitor customer notifications from booking confirmation to post-travel activities
- Ensure timely and accurate communication for IROPs (delays, reschedules, cancellations)
- Validate that all messages are triggered as per SOPs and templates
- Communication Delivery Assurance
- Ensure 100% communication coverage across all channels, with appropriate backup mechanisms (e.g., IVR fallback when SMS/Email/WhatsApp is undelivered).
- Track undelivered notifications and trigger backup communication within defined timelines
- Perform daily health checks on notification tools and systems
- System & Tool Monitoring
- Monitor the performance of notification platforms, including Digital Channels, SMS/Email gateways, and automation tools
- Highlight discrepancies, failures, or delays in notification triggers to relevant teams (Tech, Digital, Operations)
- Maintain logs of outages, missed triggers, and system defects
- Automation & Project Support
- Support and lead initiatives to automate notification workflows (e.g., IVR fallback automation, dynamic messaging, app push enhancements)
- Work with Digital teams to define requirements, test solutions, and implement improvements
- Participate in UAT, requirement gathering, and process optimisation projects
- Reporting & Documentation
- Maintain notification dashboards, delivery reports, and failure analytics
- Prepare daily, weekly, and monthly summaries on notification performance, customer impact, and system health
- Document SOPs, escalation matrices, and contingency workflows
- Coordination & Stakeholder Communication
- Coordinate with Operations, OCC, Digital, Product, Contact Centre, Airports, and partner airlines as required
- Escalate critical issues (e.g., undelivered IROP messages) to leadership in real time
- Align with customer experience objectives to ensure consistent and empathetic customer communication
Skills & Competencies Required
- Strong understanding of customer communication channels (SMS, Email, WhatsApp, IVR, App Push)
- Knowledge of airline IROPs processes and customer journey workflows
- Analytical mindset with ability to monitor dashboards and detect anomalies
- Proficiency in MS Excel, reporting tools, and ticketing/notification platforms
- Strong coordination, communication, and problem-solving skills
- Ability to work in a fast-paced, time-sensitive environment
- Basic understanding of API-based triggers and automation workflows (preferred)
