Head of Operations - Travel at Incel Tourism LLC

Position Summary

• The Head of Operations – Travel will be responsible for overseeing the day-to-day operations of the travel business, ensuring operational efficiency, service excellence, regulatory compliance, profitability, and customer satisfaction.
• The role requires a seasoned travel professional with strong leadership, operational management, and industry expertise to drive performance across ticketing, visa processing, corporate travel, customer service, destination management, and supplier relations.
• The ideal candidate must possess a minimum of 8 years' experience in the travel and tourism industry, with at least 3 years in a leadership or managerial role within a travel management company, airline, destination management company, or related organization.

Key Responsibilities
Strategic Operations Management:

• Develop and implement operational strategies that align with the Company's business objectives and growth plans.
• Oversee all travel operations, ensuring efficiency, profitability, and exceptional service delivery.
• Establish operational policies, procedures, and service standards across all travel business units.

Travel Operations Oversight:

• Supervise airline ticketing, reservations, visa processing, hotel bookings, tours, holiday packages, destination services, and corporate travel operations.
• Ensure all travel transactions are processed accurately and within agreed service timelines.
• Monitor operational workflows to identify and eliminate inefficiencies.

Team Leadership and Performance Management:

• Lead, mentor, and manage the Travel Operations team.
• Establish performance targets and conduct regular performance reviews.
• Identify training needs and implement staff development initiatives.
• Foster a culture of accountability, professionalism, and customer-centricity.

Customer Experience Management:

• Ensure exceptional customer service standards across all customer touchpoints.
• Manage escalated customer complaints and operational issues.
• Develop initiatives to improve customer satisfaction and client retention.

Supplier and Vendor Management:

• Build and maintain strategic relationships with airlines, hotels, destination management companies, embassies, visa centres, tour operators, and other travel partners.
• Negotiate favorable commercial terms and service agreements.
• Monitor supplier performance and service quality.

Corporate Travel Management:

• Oversee the delivery of travel services to corporate clients.
• Ensure compliance with client travel policies and service-level agreements.
• Drive client retention and account growth initiatives.

Compliance and Risk Management:

• Ensure compliance with IATA regulations, immigration requirements, travel industry standards, and Company policies.
• Identify and mitigate operational, financial, and reputational risks.
• Ensure proper documentation, reporting, and audit readiness.

Financial and Budgetary Control:

• Monitor departmental budgets, operational costs, and profitability.
• Drive cost optimization initiatives without compromising service quality.
• Collaborate with Finance to improve operational controls and revenue assurance.

Reporting and Business Intelligence:

• Prepare and present operational reports, KPIs, and business performance analyses to Management.
• Monitor operational metrics and recommend corrective actions where necessary.
• Support strategic decision-making through operational insights and data analysis.

Key Performance Indicators (KPIs)

• Achievement of departmental revenue and profitability targets.
• Customer satisfaction score (minimum 90% target).
• Service delivery turnaround time.
• Client retention rate.
• Operational accuracy rate (ticketing, visa processing, bookings).
• Reduction in customer complaints and escalations.
• Team productivity and performance achievement.
• Compliance with operational policies and regulatory requirements.
• Supplier performance and contract optimization.
• Cost control and operational efficiency metrics.
• Staff training and development completion rate.
• Corporate client retention and account growth rate.

Qualifications and Experience

• Bachelor's Degree or HND in Tourism Management, Hospitality Management, Business Administration, Marketing, or a related discipline.
• Minimum of 8 years' experience in Travel and Tourism Operations, with at least 3 years in a supervisory or managerial capacity.
• Strong knowledge of airline ticketing, travel operations, visa processing, corporate travel management, destination management, and customer service.
• Working knowledge of GDS platforms such as Amadeus, Galileo, Sabre, or related systems.
• Professional certifications in Travel Management, Tourism, Project Management, or Operations Management will be an added advantage.
• Membership of relevant professional bodies will be an advantage.

Skills and Competencies:

• Strong leadership and people management skills.
• Excellent operational planning and execution abilities.
• Strong knowledge of travel industry operations and regulations.
• Exceptional customer service and stakeholder management skills.
• Strategic thinking and problem-solving capabilities.
• Financial management and budget control skills.
• Excellent communication and presentation skills.
• Strong negotiation and vendor management abilities.
• Data analysis and reporting expertise.
• Ability to work under pressure and manage multiple priorities.

What We Offer

• Competitive salary and executive-level benefits.
• Performance-based incentives.
• Career growth and leadership opportunities.
• Dynamic and professional work environment.
• Opportunity to shape and lead the operational strategy of a growing travel management company.