Manager, Agency Sales

ACCOUNTABILITIES

Responsible for managing, growing and protecting AirBorneo's relationships with the travel-trade and agency distribution network on the JET network — including IATA-accredited agents (BSP Malaysia and BSPs in destination markets), non-IATA retail agents, Online Travel Agencies (OTAs), Travel Management Companies (TMCs), consolidators, aggregators and metasearch platforms. The role is accountable for delivering the jet-network revenue contribution from the indirect/trade channel, designing and managing trade incentive and override programmes, ensuring agency compliance with AirBorneo's commercial policies, and growing AirBorneo's share of agency-intermediated jet bookings. 

This role covers ONLY the jet product. Agency activity related to RAS / PSO turbo-prop routes (including community-scheme agencies in Sabah and Sarawak interior, regional ground travel agents in remote stations, and any agency engagement specific to ATR community fares) is owned by the Senior Manager, RAS & PSO Sales and shall NOT be addressed by this role. Where an agency books both jet and ATR products, this role manages only the jet-leg of the agency relationship, the override entitlement on jet revenue, and the trade incentives applicable to jet sectors.

MINIMUM QUALIFICATION

1. Diploma in Business Administration, Tourism, Marketing, Hospitality or related discipline. 
2. Minimum 5 years of experience in airline trade sales, travel-agency account management, GDS sales or distribution-channel management, of which at least 2 years in a managerial capacity. 
3. Demonstrable track record of delivering trade-channel revenue for a full-service or hybrid carrier across OTA, OTA and TMC segments. 
4. Sound working knowledge of IATA Resolutions governing agency accreditation (Resolution 890), BSP settlement (Resolution 818g), agent default management and agent-side ticketing rules. 
5. Demonstrated experience designing and managing override commission, soft-incentive, productivity-bonus and target-based incentive programmes. 
6. Proficiency in at least one major GDS (Amadeus / Sabre / Travelport) at trade-account-management level — including agent debit memo (ADM) administration and trade-channel reporting. 
7. Working knowledge of OTA and metasearch commercial models (CPA, CPC, agency-of-record, opaque/non-opaque distribution). 
8. Strong negotiation, written communication and trade-engagement skills; experience hosting agency roadshows, FAM trips and trade events. 
9. Proficiency in English and Bahasa Malaysia; Mandarin is an added advantage given the agency market profile in Sarawak, KL and ASEAN secondary cities

RESPONSIBILITIES

1. Develop and manage AirBorneo's trade-agency network for the jet network, covering IATA-accredited agents, non-IATA retail agents, OTAs, TMCs, consolidators and metasearch partners across Malaysia and the international short-haul markets served by the jet fleet. 
2. Design, implement and manage jet-network trade incentive and override commission schemes; ensure incentive accruals are tracked, paid and reconciled accurately with Finance and Revenue Management. 
3. Maintain a tiered agency segmentation (Top 20, growth agencies, watch-list, prospect) with differentiated engagement plans, override curves and account-management cadence. 
4. Conduct regular agency visits, joint sales calls, training workshops and product briefings to ensure trade partners are current with AirBorneo's jet products, fares, ancillaries, ticketing procedures and route launches. 
5. Monitor BSP Malaysia (and overseas BSP) sales performance by agency on a weekly basis; identify share-shift opportunities and at-risk accounts.
6. Manage IATA agency accreditation activity for AirBorneo as a BSP-participating airline, including agency default communications, change-of-ownership notifications and category-A/B watchlist actions. 
7. Coordinate with the Head, Revenue Management & Pricing on trade-channel jet fares, net fares for opaque distribution, and codeshare/interline trade fares — ensuring competitiveness without undermining yield integrity. 
8. Coordinate with the Head, Digital Growth & Marketing on B2B agency portals, OTA content management, metasearch participation, and direct-connect API distribution (NDC, where applicable). 
9. Coordinate with the Senior Manager, Reservations & Ticketing on agent debit memos, refund/reissue waivers, group-booking handling, and BSP service charge policy. 
10. Coordinate with the Senior Manager, RAS & PSO Sales on shared agencies that book both jet and ATR sectors, ensuring no overlap of override entitlements or incentive double-counting between the two channels. 
11. Resolve escalated agency disputes related to ticketing, refunds, reissues, ADM challenges and commission queries on jet-sector revenue. 
12. Manage the annual jet-network trade calendar including agency awards, FAM trips, JV roadshows with destinations, and joint marketing activations with trade partners. 
13. Track and report on jet-channel agency revenue contribution, override payouts, productivity ratios and partnership ROI on a monthly basis to the Senior Manager, Commercial Sales. 
14. Other duties as assigned by the Senior Manager, Commercial Sales. 

AUTHORITY

1. Authorised to approve agency override claims, soft-incentive payouts and commission adjustments on jet-channel revenue within delegated financial limits. 
2. Authorised to approve waiver-and-favour requests on jet ticketing (refunds, reissue penalties, name changes, no-shows) within published commercial guidelines.
3. Authorised to recommend suspension or termination of agency contracts for jet-channel business in cases of non-compliance, fraud or default, subject to Senior Manager, Commercial Sales and Legal endorsement. 
4. Authorised to commit AirBorneo to participation in trade events, agency awards programmes and joint-marketing activations within approved budget parameters. 
5. Authorised to manage Agency Sales team staff including leave approval, work allocation and performance management.
6. NOT authorised to address RAS / PSO agency matters, ATR-route override schemes, community-agency arrangements in remote Sabah/Sarawak stations, or any commercial matter relating to the turbo-prop fleet — such matters are to be referred without delay to the Senior Manager, RAS & PSO Sales.

DELEGATION OF DUTIES

In the absence of the Manager, Agency Sales, the Senior Manager, Commercial Sales shall provide oversight. A designated Senior Executive within the Agency Sales team may act as interim contact for trade-partner queries and ongoing programme administration. Agency matters relating to RAS / PSO turbo-prop sectors that arise during the absence shall be routed to the Senior Manager, RAS & PSO Sales without delay.