Travel Lead

Position Summary

The Travel Lead is responsible for managing day-to-day operations of NIQ’s corporate travel and expense (T&E) processes. This role focuses on execution, compliance, issue resolution, and ensuring a smooth travel experience for employees.

The Lead will work closely with global stakeholders to support travel bookings, expense processing, policy adherence, and operational performance, while driving efficiency and service quality.

Key Responsibilities

Travel & Expense Operations:

- Execute and support end-to-end travel and expense processes, including booking support, expense claims, and approvals

- Ensure adherence to travel and expense policies across all requests and transactions

- Act as a point of contact for employee queries, issue resolution, and escalations

Queue & SLA Management:

- Manage daily operational queues (travel requests, expense claims, exceptions)

- Monitor workload, backlog, and aging to ensure SLA adherence

- Prioritize and resolve tickets based on urgency and impact

Policy Compliance & Governance:

- Review transactions for policy compliance and flag deviations

- Handle exceptions, approvals, and policy clarifications

- Maintain logs of violations, exceptions, and resolutions for audit purposes

Issue Resolution & Escalation Handling:

- Resolve complex or high-impact cases related to travel disruptions, claims, or system issues

- Coordinate with internal teams or external providers (e.g., TMC, card providers) for resolution

- Escalate critical issues appropriately and ensure closure

Audit & Controls:

- Ensure all transactions are audit-compliant with proper documentation and approvals

- Support internal and external audits by providing required documentation and trackers

- Maintain audit trails and compliance records

Reporting & Performance Tracking:

- Track key operational metrics such as SLA, turnaround time, compliance, and backlog

- Prepare reports and dashboards to monitor performance trends

- Support root cause analysis (RCA) and corrective actions

Continuous Improvement:

- Identify opportunities for process improvement, automation, and efficiency gains

- Support implementation of standard processes and best practices

- Contribute to improving user experience and reducing operational friction