Head of Operations / Operations Manager

Our client, an established travel agency, is seeking an experienced Head of Operations / Operations Manager with strong hands-on experience in travel agency operations, airline ticketing, GDS/booking systems, visa support coordination, holiday packages, protocol services and client travel service delivery .

This role is specifically for a candidate who understands how a travel agency operates and can lead the end-to-end delivery of travel services, including ticketing, reservations, visa support, package coordination, protocol arrangements, client follow-up, service recovery and operational reporting.

The successful candidate will supervise travel operations staff, coordinate daily service delivery, enforce SOPs, monitor CRM updates, reduce booking and documentation errors, improve turnaround time, manage client escalations and ensure that travel requests are handled accurately, promptly and professionally.

The ideal candidate must have direct experience in a travel agency, airline ticketing office, tour company, travel management company, visa/protocol services company or similar travel-related business. Candidates whose operations experience is mainly in logistics, transportation, hotel operations, general administration, warehouse operations or unrelated service sectors may not be suitable for this role unless they also have strong travel industry experience.

Key Responsibilities

• Lead and supervise day-to-day travel service delivery operations. 
• Oversee ticketing, flight reservations, visa support, holiday packages and protocol service workflows. 
• Supervise operational staff and ensure proper task allocation, follow-up and reporting. 
• Monitor CRM updates, client records, attachments, booking details and service documentation. 
• Ensure client requests are handled accurately and within agreed turnaround times.  
• Review pending bookings, visa matters, package requests, protocol assignments and unresolved client issues. 
• Coordinate with Finance on invoices, service charges, payment confirmations and transaction documentation. 
• Coordinate with Call Centre and Sales teams to ensure client enquiries are properly followed through. 
• Escalate urgent client, airline, visa, booking or service delivery issues to Management. 
• Enforce operational SOPs, checklists, service standards and workflow controls. 
• Reduce service errors, booking mistakes, wrong documentation and poor handover between teams. 
• Prepare daily and weekly operations reports for Management. 

Key Requirements

• First degree or HND in Business Administration, Tourism, Travel Management, Hospitality Management, Aviation Management, Operations Management or a related field.  
• Minimum of 5 to 7 years’ direct experience in travel agency operations, airline ticketing, travel management, tours, visa support, holiday packages or protocol services . 
• At least 2 to 3 years’ experience supervising or coordinating a travel operations team . 
• Strong knowledge of travel service workflows, including ticketing, reservations, itinerary planning, visa documentation, package coordination, protocol services and client follow-up. 
• Good working knowledge of GDS/booking systems, airline portals, CRM systems, service trackers and operational reporting tools . 
• Experience using or supervising travel booking platforms such as Amadeus, Sabre, Galileo or related systems will be an advantage. 
• Strong understanding of client escalation, service recovery, travel documentation, booking accuracy and turnaround-time management. 
• Ability to enforce SOPs, checklists, documentation standards and service delivery controls. 
• Strong attention to detail, especially in passenger information, booking details, visa documents, invoice categories, attachments and client records. 
• Excellent oral and written communication skills. 
• Ability to manage pressure, operational deadlines, staff accountability and client expectations. 

Important Note

This role requires direct travel, airline ticketing, tour, visa, protocol or travel management experience. Applicants with only general operations, logistics, transportation, hotel, warehouse or unrelated service-sector experience may not be shortlisted.

Salary: ₦600,000 monthly gross