Head of Operations at Roundsquare Integrated Services Limited

Our client, an established travel agency, is seeking an experienced and highly organised

The successful candidate will supervise ticketing, visa support, holiday packages and protocol service workflows, ensuring that client requests are handled accurately, promptly and professionally. The role will also be responsible for CRM discipline, operational reporting, error reduction, service turnaround time, client issue escalation and line management of operations staff.

The ideal candidate should have strong experience in travel agency operations, aviation, ticketing, tours, visa services, hospitality operations, or a related service-delivery environment. Strong leadership, attention to detail, client-service orientation, and reporting skills are essential.

The role requires a candidate who can enforce operational SOPs, improve workflows, reduce service errors and ensure disciplined follow-through across the travel service delivery chain.

• First degree or HND in Business Administration, Tourism, Travel Management, Hospitality Management, Operations Management or a related field.
• Minimum of 5 to 7 years’ relevant experience in travel agency operations, aviation, ticketing, tours, visa services, protocol services, hospitality operations or a related service delivery environment.
• At least 2 to 3 years’ experience supervising, coordinating or line-managing a service delivery team.
• Excellent oral and written communication skills for staff coordination, client communication, vendor follow-up, escalation and reporting.
• Strong knowledge of travel service operations, including ticketing, visa support, holiday packages, protocol services and client follow-up.
• Good working knowledge of CRM systems, booking platforms, service tracking tools and operational reporting.
• Ability to enforce SOPs, checklists, service standards and workflow controls.
• Strong attention to detail, especially in client information, booking details, invoice categories, attachments and documentation.
• Good client service, escalation management and problem-solving skills.
• Ability to manage pressure, operational deadlines, staff accountability and client expectations.