Business Support Assistant Job in Nairobi, Kenya

Summary: Business Support Assistant (Travel Focal Point) role with WFP in Nairobi, processing air travel requests and ticketing through a Global Distribution System (GDS). Requires a secondary school certificate with 4+ years’ relevant experience in airline reservations or ticketing, with a University degree in Travel, Tourism, or related field preferred. Full-time, on-site role.

THE ROLE:

The Travel Focal Point will support the GHQ Travel Hub by providing end to end air ticket processing services, with a primary responsibility for handling flight bookings through a Global Distribution System (GDS). The incumbent will identify and share suitable flight options with requestors, and upon confirmation, submit electronic ticketing requests to the BCD Automated Ticket Issuance system for issuance.
The role requires strong technical expertise in airline reservations, ticketing rules, and fare construction, ensuring accurate, timely, and compliant ticketing in line with WFP travel policies and corporate efficiency principles.

Key Responsibilities

GDS Ticketing and Travel Processing

Process air travel requests received through WFP travel workflows and systems.
Perform flight searches and reservations using a Global Distribution System (GDS), ensuring optimal routing, fare selection, and compliance with WFP travel policies.
Prepare and share proposed flight options with travellers and travel focal points, clearly outlining fare conditions and key constraints.
Coordinate closely with travellers/travel focal points to confirm itineraries and travel preferences.
Submit finalized itineraries through the BCD Automated Ticket Issuance system for ticket issuance.
Ensure timely issuance of e‑tickets and accurate transmission of travel documentation to travellers.

Compliance and Quality Assurance

Ensure all bookings comply with WFP travel policies, financial rules, security requirements, and corporate efficiency measures.
Apply cost‑containment principles, including use of lowest logical fares, approved routes, and preferred carriers when applicable.
Conduct accuracy checks on itineraries, ticketing data, and fare rules prior to ticket issuance.
Maintain proper records of bookings and ticketing actions for audit and reporting purposes.

Coordination and Client Support

Serve as a key operational contact for travellers and GHQ Travel Hub colleagues on ticketing‑related matters.
Liaise with BCD Travel and internal stakeholders to resolve ticketing issues, re‑issues, exchanges, cancellations, and disruptions.
Support travellers during disruptions by proposing alternative routing options and coordinating corrective ticketing actions.
Maintain clear, timely, and professional communication with all stakeholders.

Process Improvement and Support

Contribute to the continuous improvement of ticketing workflows and SOPs within the GHQ Travel Hub.
Support team knowledge‑sharing on GDS functionality, fare rules, and ticketing best practices.
Flag recurring issues, system constraints, or policy gaps and propose practical solutions.
Perform any other related duties as required.

EXPECTED OUTCOMES

Timely and accurate processing of air ticket requests through GDS.
High compliance with WFP travel policies and ticketing standards.
Reduced turnaround time between travel request, itinerary confirmation, and ticket issuance.
High traveler satisfaction through reliable, responsive, and technically sound ticketing support.
Strengthened operational efficiency of GHQ Travel Hub ticketing functions.

Qualifications & Experience

Education:

Completion of secondary school education. University degree or diploma in Travel, Tourism, Business Administration, or a related field is desirable.

Experience:

Minimum 4 years of relevant experience in airline reservations, ticketing, or travel operations
Prior experience with Travel Management Companies (TMCs) or international organizations is an asset.
Familiarity with UN/common system travel rules is desirable.

Knowledge & Skills:

Strong technical expertise in airline reservations and ticketing.
High attention to detail and accuracy.
Client‑oriented mindset with the ability to work under time pressure.
Strong organizational and prioritization skills.
Ability to work independently while contributing effectively to a global team environment.
Clear and professional communication skills.