Head of Operations at a Lifestyle Travel Agency - OptiHuman Consulting Limited (2 Openings)

OptiHuman Consulting Limited - Our client, a lifestyle travel agency, is recruiting to fill the position below:

Job Title: Head of Operations

Locations: Ikoyi & Victoria Island, Lagos
Employment Type: Full-time

Job Description

• The candidate will be responsible for This role requires strong leadership, strategic thinking, and operational expertise to ensure the smooth and efficient delivery of holiday services to clients.
• The Head of Operations will collaborate with other units to achieve business objectives, uphold quality standards, and drive continuous improvement in operations.

Specific Responsibilities

• Provide leadership and guidance to the team in all the different arms of the Operations Unit (Destinations, Ancillary Services, and Visa and Immigration).
• Manage recruitment, training, performance evaluations, and professional development of the team.
• Develop and implement operational strategies, policies, and procedures to enhance efficiency and customer satisfaction.
• Monitor and ensure the adherence to company standards and service level agreements.
• Identify operational bottlenecks and implement solutions to improve processes.
• Collaborate with sales and marketing teams to understand client needs and preferences.
• Ensure excellent customer service is provided throughout the client journey, from booking to post-travel support.
• Handle escalated client issues and work towards timely resolution.
• Define key performance indicators (KPIs) for the Operations team and track their performance.
• Analyse data and generate regular reports to measure team performance, identify trends, and suggest improvements.
• Develop and maintain relationships with external partners, including travel agencies, visa processing centers, and other service providers.
• Negotiate contracts and terms with vendors to optimize services and costs.
• Lead initiatives to improve service quality, efficiency, and cost-effectiveness.

Requirements

• Minimum of B.Sc. in Business Management or related field, an M.Sc. or MBA is an added advantage
• Professional qualifications / certifications are an added advantage (IATA courses)
• Minimum of 6 years’ professional experience in Business and Operations Management, with 3 years
  in a supervisory role. Experience in the Travel/Aviation Industry is also a requirement.
• Good decision-making ability/skill andanalytical skills.
• Excellent communication skills and ability to mama a team.
• Excellent leadership and time management skills.
• Ability to assist with the development of staff in order to maximise job satisfaction and performance
• Competent IT Skill.

Application Closing Date
27th September, 2024.