Business Operations Manager in Lagos, Nigeria

at R.S Hunter

Human Resources
Sales/Business Development
Minimum Qualification
Bachelor's Degree
Required Experience
3 - 5 years
Employment Type
Full Time
Male or Female
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Job Description

  • Lead and develop team leaders or travel consultants in delivering travel agency operational services at agreed service levels consistent with company standards while optimizing performance
  • Proactively identify and implement solutions to constantly improve service levels and performance
  • Oversee the company’s local Call Management System to improve operations efficiency and optimize client service delivery
  • Guide, rectify and lead the team to perform world class travel solutions
  • Handle the complete operations of the business including business development and revenue management
  • Provide management and motivation to the operations team.
  • Ensure a high level of cooperation/communication between teams, among the operations functions and with all functions in the organization. (e.g account management, finance, sales and IT)
  • Lead, coach, mentor and empower direct reports to meet the operational goals
  • Manage, motivate and provide direction to direct reports to achieve agreed targets
  • Maximize team productivity through ongoing reporting, feedback and counseling
  • Goal setting, review and appraisal process of team leaders
  • Constantly drive direct reports to achieve their personal and team KPI’s
  • Monitor and provide feedback on a daily and weekly basis
  • Complete monthly individual reviews with direct reports and frontline travel consultants covering their KPI’s and defining resulting action items and/or personal development plans
  • Provide performance counseling where necessary, both reactively to improve performance and proactively to foster professional development
  • Monitor and report on all issues pertaining to the operation, escalating and closing off all risks
  • Assist in the development of operational policies and procedures
  • Manage Client Service Levels
  • Provide the highest levels of service delivery to clients and stakeholders
  • Manage daily service levels across all communications channels
  • Ensure in coordination with account management, that all team members are aware of client travel policy and service level requirements and participate in client meetings when required
  • Ensure all transactions are charged and that open transactions are investigated and processed in a timely manner
  • Create a Customer First culture and manage culture Change
  • Provide and maintain a safe working environment, equipment and systems of work (Health & Safety)
  • BSP monitoring, management and reconciliation
  • Ticketing credit control ascertaining, monitoring and management
  • ‎Management of ticketing staff
  • Training scheduling for ticketing staff
  • GDS relationship management


  • 4 -5 years, with at least 2 years managerial experience.
  • A good hands-on knowledge of the following and relevant industry experience will be an added advantage;
  • BSP - Billings and settlement platform
  • IATA reconciliation
  • Ticketing Processes
  • Operational trainings
  • Global Distribution System (GDS) management.
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