About the Role
Roundsquare Integrated Services Limited is recruiting on behalf of an established travel agency for an experienced Head of Operations / Operations Manager. This leadership role is tailored for a seasoned professional with deep, hands-on expertise in travel agency operations, airline ticketing, GDS booking systems, visa support coordination, holiday packages, and client service delivery. You will supervise travel operations staff, enforce strict service standards, reduce booking errors, and ensure seamless coordination across departments.
Key Responsibilities- Lead and supervise day-to-day travel service delivery operations including ticketing, flight reservations, visa support, holiday packages, and protocol workflows.
- Supervise operational staff to ensure proper task allocation, accountability, and accurate reporting.
- Monitor CRM updates, client records, and booking details to maintain high documentation accuracy and minimize errors.
- Review pending bookings, visa matters, package requests, and unresolved client issues for timely resolution.
- Coordinate with Finance on invoices, service charges, payment confirmations, and transaction documentation.
- Collaborate with Call Centre and Sales teams to ensure all client enquiries are properly followed through.
- Enforce operational SOPs, checklists, service standards, and workflow controls to improve turnaround times.
- Prepare comprehensive daily and weekly operations reports for Management.
- First degree or HND in Business Administration, Tourism, Travel Management, Hospitality Management, or a related field.
- Minimum of 5 to 7 years of direct experience in travel agency operations, airline ticketing, travel management, tours, or visa support services.
- At least 2 to 3 years of experience supervising or coordinating a travel operations team.
- Strong working knowledge of GDS systems such as Amadeus, Sabre, or Galileo, as well as airline portals and CRM tools.
- Exceptional attention to detail with proven ability to handle client escalations, service recovery, and strict operational deadlines.
- Competitive monthly gross salary of NGN 600,000.
- Opportunity to lead and shape travel operations within an established organization.
- Professional growth and career advancement prospects in the travel and tourism sector.