Head of Operations

Responsibilities:

• Oversee daily operations across ticketing, reservations, customer service, and vendor coordination
• Develop, implement, and refine standard operating procedures (SOPs) to improve efficiency and consistency
• Monitor key performance indicators (KPIs) and operational metrics, reporting regularly to senior management
• Lead, mentor, and manage the operations team, including hiring, training, and performance evaluations
• Ensure compliance with airline policies, IATA regulations, and industry standards across all bookings and transactions
• Manage relationships with airlines, hotels, and other travel vendors to secure favorable rates and resolve escalated issues
• Identify bottlenecks and inefficiencies in workflows, and implement solutions to resolve them
• Oversee budgeting and cost control for operational functions, ensuring resources are used effectively
• Collaborate with sales, marketing, and finance teams to align operations with overall business objectives
• Handle escalated client complaints and complex ticketing or booking issues requiring managerial intervention
• Ensure the agency's booking systems, CRM, and technology tools are used effectively and kept up to date
• Drive continuous improvement initiatives and stay current on industry trends, technology, and best practices

Requirements:

• Minimum of 2 years of experience in travel operations, agency management, or a related supervisory/leadership role
• Must reside within Wuse 2, Jahi, or Kado (Abuja) or be willing to relocate to one of these areas
• Strong knowledge of GDS platforms (Amadeus, Sabre, Galileo, or similar), fare construction, and ticketing procedures
• Proven leadership and team management skills, with the ability to motivate and develop staff
• Excellent verbal and written communication skills
• Strong analytical and problem-solving abilities, with a data-driven approach to decision-making
• Solid understanding of travel industry regulations, IATA standards, and best practices
• Proficiency with Microsoft Office, CRM systems, and booking/reservation software
• Bachelor's degree in Business Administration, Tourism, Hospitality, or a related field preferred
• IATA/UFTAA certification or equivalent travel and tourism certification is a plus
• Strong organizational skills with the ability to manage multiple priorities and teams simultaneously

Location: Jahi, Abuja