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Head of Operation

2 months ago

Lagos, Lagos, Nigeria Finchglow Holdings Full time
Head of Operations Head of Operations

Join our team as a Head of Operations and lead the way in delivering exceptional holiday services to our clients.

About the Role

This is a key leadership position that requires a strong operational expertise, strategic thinking, and excellent leadership skills to drive the smooth and efficient delivery of holiday services.

Key Responsibilities
  • Provide leadership and guidance to the Operations team, ensuring the delivery of high-quality services to clients.
  • Develop and implement operational strategies, policies, and procedures to enhance efficiency and customer satisfaction.
  • Manage recruitment, training, performance evaluations, and professional development of the team.
  • Foster a collaborative and positive work environment that promotes teamwork and employee engagement.
  • 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.
  • Monitor and ensure the adherence to company standards and service level agreements.
  • Identify operational bottlenecks and implement solutions to improve processes.
  • 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.
  • Continuously assess operational processes and identify opportunities for streamlining and automation.
  • Lead initiatives to improve service quality, efficiency, and cost-effectiveness.
  • Stay updated with travel, visa, and immigration regulations and ensure the team's compliance.
  • Oversee visa and immigration procedures, ensuring accurate and timely processing for clients.
  • Contribute to the development of the operations budget and manage expenses within approved limits.
  • Monitor financial performance, identify variances, and take corrective actions as needed.
  • Collaborate with Sales, Marketing, Finance, and other departments to align strategies and achieve company goals.
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.
Skills and Knowledge
  • Good decision-making ability/skill.
  • Good analytical skills.
  • Excellent communication skills.
  • Ability to work as part of a team.
  • Excellent leadership skill.
  • Time management skill.
  • Ability to assist with the development of staff.
  • Competent IT Skills.
  • Leadership and human resources management skills.