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Job Description
As the Operations Manager, you will play a crucial role in ensuring efficient operations, exceptional customer service, and adherence to company standards. The Operations Manager will lead, manage, and drive the performance of the respective operations teams including Visa and Immigration, Ticketing, and Destinations teams contributing to the overall success of the business.
Responsibilities
- Provide leadership and guidance to Visa and Immigration consultants, Travel Consultants, and Destinations Consultants.
- Manage recruitment, training, performance evaluations, and professional development.
- Foster a collaborative and positive work environment, promoting teamwork and employee engagement.
- Develop and implement operational strategies, policies, and procedures.
- Monitor and ensure adherence to company standards and service level agreements.
- Identify and address operational bottlenecks, implementing solutions for process improvement.
- Collaborate with sales and marketing teams to understand client needs and preferences.
- Ensure excellent customer service throughout the client journey, from booking to post-travel support.
- Handle escalated client issues and work towards timely resolution.
- Collaborate with the sales team to contribute to the achievement of sales targets.
- Implement strategies to enhance upselling opportunities and increase income.
- Define KPIs for the Operations team and track performance.
- Analyze data, generate regular reports, and identify trends for continuous improvement.
- Develop and maintain relationships with external partners, including travel agencies, visa processing centers, and service providers.
- Negotiate contracts and terms with vendors to optimize services and costs.
- Continuously assess operational processes, identifying opportunities for streamlining and automation.
- Lead initiatives to improve service quality, efficiency, and cost-effectiveness.
- Stay updated with travel, visa, and immigration regulations.
- Ensure the team’s compliance with relevant regulations.
- Contribute to the development of the operations budget.
- Manage expenses within approved limits.
- Monitor financial performance, identify variances, and take corrective actions as needed.
Qualification
- A Bachelor’s degree in Business Management or any closely related field
- Proficiency with GDS platforms including Amadeus and Sabre
- Goal driven and profit oriented
- Strong organizational and communication skills
- Strong negotiation Skills
- Ability to build strong relationships and partnerships with local and international suppliers
- Comfort working with multiple groups within the business
Location: Lagos State, Nigeria.
Apply: OPERATIONS MANAGER
