Position Summary
The Head of Operations – Travel will oversee the daily functions of the travel business, ensuring operational efficiency, service quality, regulatory adherence, profitability, and customer satisfaction.
The ideal candidate will possess deep industry knowledge and a proven track record in leadership and operational management to enhance performance across key areas such as ticketing, visa processing, corporate travel, customer service, destination management, and supplier relations.
The successful applicant should have at least eight years of professional experience in the travel and tourism sector, including three or more years overseeing teams or holding managerial positions within a travel management firm, airline, destination management organization, or comparable business.
Oversee a comprehensive range of duties aligned with the position’s core functions, including leading strategic initiatives, managing cross-functional teams, and ensuring adherence to organizational policies. Develop and execute project plans, monitor progress against milestones, and report on outcomes to senior leadership while maintaining strict compliance with deadlines and budget constraints. Facilitate collaboration across departments to optimize workflows, resolve operational challenges, and drive continuous improvement in processes. Additionally, provide mentorship to junior staff, foster a culture of accountability, and uphold high standards of professional conduct and ethical integrity in all operational activities.
Strategic Operations Management involves overseeing and optimizing business processes to enhance efficiency, productivity, and overall performance. This role requires a keen focus on aligning operational strategies with organizational goals, ensuring seamless execution of projects, and driving continuous improvement initiatives. Key responsibilities include developing and implementing operational policies, managing cross-functional teams, and analyzing performance metrics to identify areas for enhancement. The ideal candidate will possess strong leadership skills, analytical thinking, and the ability to adapt to evolving business needs while maintaining a customer-centric approach. Proficiency in data-driven decision-making and project management tools is essential for success in this position.
Devise and execute operational strategies meticulously aligned with the organization’s business objectives and expansion initiatives.
Ensure that all travel operations are managed with a focus on efficiency, profitability, and outstanding service delivery.
To develop and implement comprehensive operational policies, procedures, and service standards that align with and support the strategic objectives of all travel business units.
Oversee travel operations to ensure seamless coordination and efficiency across all travel-related activities.
Responsibilities encompass overseeing airline ticketing and reservations, administering visa processing, managing hotel bookings, organizing tours and holiday packages, coordinating destination services, and handling corporate travel operations.
Verify that all travel-related transactions are executed with precision and completed within the established service timelines.
Oversee daily operational processes to detect and address inefficiencies, ensuring streamlined workflows and optimal performance.
Demonstrates proficiency in leading teams and ensuring high performance through effective management strategies.
Direct oversight, guidance, and leadership of the Travel Operations team are required, ensuring all members are developed, supported, and aligned with organizational objectives.
Set measurable performance benchmarks and execute periodic evaluations to assess progress and productivity.
Conduct comprehensive assessments to determine training requirements and design targeted staff development programs to enhance skill sets and performance outcomes.
Cultivate an environment characterized by accountability, professionalism, and an unwavering commitment to customer satisfaction.
The position involves overseeing Customer Experience Management, ensuring seamless interactions and satisfaction across all touchpoints. This role requires meticulous attention to detail, strong analytical skills, and the ability to interpret customer data to drive improvements. Responsibilities include developing and implementing strategies to enhance customer engagement, monitoring performance metrics, and collaborating with cross-functional teams to address pain points. Proficiency in CRM systems, data analysis tools, and a deep understanding of customer journey mapping are essential. Additionally, the role demands excellent communication skills to articulate insights and recommendations to stakeholders.
Deliver outstanding customer service at every point of interaction with clients.
Handle elevated customer complaints and operational challenges with professionalism and efficiency.
Craft and implement strategic programs aimed at enhancing customer satisfaction and maintaining strong client retention rates.
Responsible for overseeing and maintaining relationships with suppliers and vendors to ensure timely delivery of materials, products, or services while upholding quality standards and cost efficiency.
Forge and nurture high-level partnerships with airlines, hotels, destination management firms, embassies, visa processing centers, tour operators, and additional industry stakeholders to enhance collaborative opportunities.
Craft mutually beneficial commercial terms and service agreements with strategic partners.
Evaluate and oversee the performance and service quality of suppliers to ensure alignment with organizational standards and expectations.
Corporate Travel Management involves overseeing and optimizing business travel arrangements for employees, ensuring cost efficiency, compliance with company policies, and traveler satisfaction. This role requires strong organizational skills, attention to detail, and proficiency in travel booking platforms and expense management systems. Responsibilities include negotiating contracts with travel suppliers, managing travel bookings, tracking expenses, and providing support to travelers before, during, and after trips. The position demands the ability to analyze travel data, identify cost-saving opportunities, and maintain up-to-date knowledge of travel industry trends and regulations. Excellent communication and problem-solving skills are essential to address travel disruptions and ensure seamless travel experiences.
Responsible for managing the provision of travel services to corporate clients, ensuring seamless execution and client satisfaction.
Verify adherence to client-specific travel policies and service-level agreements at all times.
Implement strategies to enhance client retention and expand account value.
Demonstrates expertise in ensuring adherence to regulatory standards and mitigating organizational risks through systematic oversight and proactive measures.
Maintain adherence to IATA regulations, immigration mandates, travel industry standards, and company policies.
Proactively assess and address operational, financial, and reputational risks to safeguard organizational stability and integrity.
Maintain accurate documentation, generate comprehensive reports, and ensure the organization is fully prepared for audits at all times.
Overseeing financial resources and managing budgetary allocations constitute essential responsibilities within this role. This position demands a meticulous approach to financial oversight, ensuring accurate tracking of expenditures, adherence to fiscal policies, and alignment with organizational objectives. Proficiency in financial reporting, budget preparation, and variance analysis is required to maintain fiscal integrity and support strategic decision-making processes.
Oversee and track departmental budgets, operational expenditures, and overall profitability to ensure financial health and alignment with organizational objectives.
Spearhead cost-saving projects while ensuring uninterrupted, high-quality service delivery.
Partner with the Finance team to enhance operational controls and strengthen revenue assurance measures.
Reporting and Business Intelligence: You will be responsible for developing, maintaining, and optimizing reports and dashboards to support data-driven decision-making. This role involves analyzing complex datasets to identify trends, generate insights, and present findings in a clear and actionable manner. Proficiency in BI tools such as Power BI, Tableau, or similar platforms is essential, along with strong SQL skills for querying and manipulating data. Experience with data visualization, performance metrics, and KPI tracking is required, and the ability to collaborate across departments to align reporting with business objectives is highly valued.
Compile and deliver detailed operational reports, key performance indicators (KPIs), and comprehensive business performance analyses to senior leadership.
Track operational performance indicators and propose remedial measures as needed.
Deliver operational insights and conduct thorough data analysis to inform and enhance strategic decision-making processes.
Key Performance Indicators (KPIs) represent measurable values that gauge the efficiency and effectiveness of an organization, team, or individual in achieving critical objectives. These metrics provide actionable insights to evaluate progress toward strategic goals, identify areas for improvement, and support data-driven decision-making processes. KPIs are typically tailored to specific roles, industries, or business functions, ensuring alignment with overarching priorities and key results.
Striving for the attainment of departmental revenue and profitability benchmarks is essential.
Aim for a customer satisfaction score of at least 90%.
We prioritize prompt service delivery, ensuring all tasks are completed within the shortest feasible timeframe.
We strive to maintain a robust client retention rate, ensuring sustained satisfaction and ongoing engagement with our services. This metric reflects our commitment to delivering consistent value and fostering long-term relationships with our clients, thereby driving business growth and stability.
We maintain a high operational accuracy rate in ticketing, visa processing, and bookings.
Consistently minimizing the volume of customer complaints and escalations remains a key focus.
Driving team productivity and performance to their highest levels is a primary focus.
Ensuring adherence to established operational policies and meeting all applicable regulatory requirements is essential.
Supplier performance evaluation and continuous improvement of contract terms to enhance efficiency and cost-effectiveness.
Analyzes cost control measures and operational efficiency metrics to identify trends, variances, and opportunities for improvement, ensuring alignment with organizational objectives.
Ensure the completion rate for staff training and development initiatives remains at optimal levels.
We aim to enhance corporate client retention rates and drive account growth strategically.
Seeking a candidate with a minimum of three years of relevant work experience and a bachelor’s degree in a related field. Proficiency in industry-specific software and tools is required, along with strong analytical and problem-solving abilities. Excellent communication skills, both written and verbal, are essential for collaborating with team members and stakeholders. The ideal applicant will demonstrate a track record of meeting deadlines and managing multiple priorities effectively.
A Bachelor’s Degree or Higher National Diploma (HND) in Tourism Management, Hospitality Management, Business Administration, Marketing, or a closely related field is required.
A minimum of eight years of professional experience in Travel and Tourism Operations is required, including at least three years in a leadership or management role.
Proficient in airline ticketing, travel operations, visa processing, corporate travel management, destination management, and customer service, with a comprehensive understanding of each domain.
Proficiency in Global Distribution System (GDS) platforms, including Amadeus, Galileo, Sable, and other comparable systems, is required.
Professional certifications in Travel Management, Tourism, Project Management, or Operations Management are considered advantageous.
Professional affiliation with recognized industry bodies would be beneficial.
Skills and Competencies:
Exceptional ability to lead and manage teams effectively is essential.
Proven capability to develop and implement effective operational strategies with precision and efficiency.
A deep understanding of travel industry operations and regulatory frameworks is essential.
Proven expertise in delivering outstanding customer service and effectively managing stakeholder relationships.
Demonstrates strong aptitude for strategic analysis and innovative problem-solving to address complex challenges effectively.
Possesses strong financial acumen with expertise in budget oversight and fiscal management. Demonstrates proficiency in financial planning, resource allocation, and expenditure monitoring to ensure fiscal responsibility and organizational efficiency.
You possess exceptional verbal and written communication abilities along with polished presentation proficiencies.
Exceptional skills in negotiation and vendor management are required.
Proven capability in data analysis and reporting, with a strong emphasis on deriving actionable insights from complex datasets. Expertise in utilizing advanced analytical tools and methodologies to transform raw data into meaningful reports.
Demonstrates strong composure and adaptability in high-pressure environments while effectively balancing competing priorities.
What We Offer
Attractive compensation packages and comprehensive executive benefits are offered.
Competitive compensation packages include performance-driven bonuses and incentives tied directly to individual or team achievements, ensuring rewards align with contributions and organizational goals.
Professional development and potential for advancement into leadership roles are available.
A fast-paced, professional setting that fosters productivity and collaboration.
As the successful candidate, you will have the opportunity to define and execute the operational strategy for a rapidly expanding travel management firm.
To apply, please submit your application through the designated application method.
Interested and suitably qualified applicants are encouraged to forward their CVs to wonderakpeki@incelgroup.com, ensuring the job title is clearly stated in the email subject line.
Qualifications
BA/BSc/HND
Experience Required
8 years
