Head of Operations

Head of Operations

Leading the travel service delivery operations for an established travel agency, the Head of Operations will supervise ticketing, visa support, holiday packages, and protocol services. This role involves ensuring accurate and timely handling of client requests, managing CRM discipline, operational reporting, error reduction, and line management of operations staff.

Responsibilities

• Supervise ticketing, visa support, holiday packages, and protocol service workflows
• Ensure client requests are handled accurately, promptly, and professionally
• Manage CRM discipline, operational reporting, and error reduction
• Oversee service turnaround time and client issue escalation
• Line manage operations staff

Requirements

• First degree or HND in Business Administration, Tourism, Travel Management, Hospitality Management, Operations Management, or related field
• Minimum of 5 to 7 years’ relevant experience in travel agency operations, aviation, ticketing, tours, visa services, hospitality operations, or related service-delivery environment
• At least 2 to 3 years’ experience in supervising, coordinating, or line-managing a service delivery team
• Excellent oral and written communication skills
• Strong knowledge of travel service operations including ticketing, visa support, holiday packages, and client follow-up
• Good working knowledge of CRM systems, booking platforms, service tracking tools, and operational reporting
• Ability to enforce SOPs, checklists, service standards, and workflow controls
• Strong attention to detail, especially in client information, booking details, invoice categories, attachments, and documentation
• Good client service, escalation management, and problem-solving skills
• Ability to manage pressure, operational deadlines, staff accountability, and client expectations

Salary ₦600,000 monthly gross

How to Apply Interested and qualified candidates should forward their CV to: recruitment@roundsquare.com.ng using the position as subject of email.