JOB DESCRIPTION

Employment Type: Permanent
Contract Duration:

Why you will love working here

At IATA, we represent over 350 airlines worldwide, striving to make
aviation safer, smarter, more sustainable, and inclusive.

• Our Values are not just words on a page – they are the energy behind everything we do: ONE IATA – We collaborate across teams, TRUSTED – We do the right thing, INNOVATIVE – We make tomorrow better, INCLUSIVE – We embrace diverse perspectives.
• With over 30,000 courses available, we believe in continuous learning and support your growth in an ever-changing industry.
• Diversity, equity, and inclusion are our priorities. We are certified by the Equal Salary Foundation, offering equal pay and family-friendly policies.
• We encourage community involvement through volunteering and strive to make tomorrow better for aviation and our communities. We offer time off so you can support causes important to you.
• We promote work-life balance with flexible work options, including remote and hybrid work, a generous ”work from abroad” policy, and you get your birthday off!

 

About the team you are joining

Reporting to the Manager Product Development, Payment
Facilitation Solutions, the incumbent will be responsible for overseeing the
business delivery processes of information systems, part of the Payment
Facilitation Solutions portfolio. This portfolio includes several products, including iiNET and IATA
Financial Gateway (IFG), with iiNET being the primary focus of this role. iiNET
serves as the industry”s centralized data exchange platform, facilitating
seamless data sharing between various industry stakeholders.

You will be
involved in various aspects of product delivery, including support, service
management, implementation, and customer administration.

What your day would be like

You will work in
collaboration with the manager Product Development, and
actively participate in various aspects of Customer Support, Service
Management, Administration, and service evolution activities:

• Coordinate with different teams involved in the support process to address and resolve technical issues in accordance with the established Service Level Agreement (SLA).
• Conduct training sessions for customers and internal support teams to enhance user understanding and effective system utilization.
• Maintain Standard Operating Procedures (SOPs), facilitate knowledge sharing, and validate Service Level Agreements (SLAs).
• Oversee the contracting process as needed.
• Follow up on customer satisfaction and address feedback proactively.
• Support ongoing implementations and ensure smooth integration.
• Perform the user administration for relevant tools.
• Update user manuals and Standard Operating Procedures (SOPs).
• Design and implement dashboards to track key performance indicators (KPIs) for project performance and operational success.
• Contribute to product evolution based on customer requirements and business needs.
• Collaborate effectively with customers, vendors, and internal IATA teams to maintain a high level of service and customer satisfaction.
• Develop subject matter expertise in data exchange and airline financial settlement processes, actively contributing to product development and the evolution roadmap.

 

We would love to hear from you if

• Bachelor’s or master’s degree in computer science, Information Technology, Finance, Business Administration, or Engineering.
• Strong analytical and problem-solving skills.
• Organized and detail-oriented, with experience working in project environments; ability to multitask and maintain a high level of accuracy.
• Experience in software development, project delivery, or product development is a plus.
• Customer-service oriented with strong technical communication skills; ability to interact effectively with business customers, travel suppliers, and technical delivery teams.
• Strong interpersonal skills, with the ability to work across international and cross-cultural environments.
• Solid PC skills with proficiency in MS Office, XML, APIs, JSON, and data management.
• Early experience with financial and payment systems is a plus.

Travel Required: N

 

Learn more about IATA’s role in the industry, our benefits, and the team at iata/careers/. We are looking forward to hearing from you!