Head of Operation Job at Finchglow Group

Finchglow Holdings is a premier aviation company providing comprehensive travel management, cargo services, and training across all sectors of the economy, including corporate entities, trade partners, and individuals. Our corporate headquarters is situated in Ikoyi, southwest Lagos. The group consists of six (6) subsidiaries specializing in various aspects of the aviation industry downstream, along with two (2) affiliates, one of which operates in the upstream aviation sector. We maintain a strong presence across nine (9) locations, including five (5) in Lagos, two (2) in Abuja, and one each in Kano and Port-Harcourt.

We are recruiting to fill the position below:

Job Position: Head of Operation

Job Location: Lagos
Employment Type: Full-time

Job Purpose

• As the Head of Operations, you will be responsible for overseeing and managing the activities of the Operations unit including Destinations Operations, Reservations and Ticketing Operations, and Visa and Immigration Operations within the subsidiary.
• This role requires strong leadership, strategic thinking, and operational expertise to ensure the smooth and efficient delivery of holiday services to clients.
• The Head of Operations will collaborate with other units to achieve business objectives, uphold quality standards, and drive continuous improvement in operations.

Responsibilities

• Provide leadership and guidance to the teams in all the different arms of the Operations Unit (Destinations, Ancillary Services, and Visa and Immigration).
• 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.
• Handle escalated client issues and work towards timely resolution.
• Define key performance indicators (KPIs) for the Operations team and track their performance.
• Develop and implement operational strategies, policies, and procedures to enhance efficiency and customer satisfaction.
• Monitor and ensure the adherence to company standards and service level agreements.
• Identify operational bottlenecks and implement solutions to improve processes.
• Analyse data and generate regular reports to measure team performance, identify trends, and suggest improvements.
• 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.
• Participate in management meetings and contribute to decision-making processes.
• Perform all other job-related responsibilities as may be required.

Qualifications

• 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).

Experience:

• Minimum of 6 years of 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 & Knowledge:

• Good decision-making ability/skill. That is to say that you must possess the ability to make good decisions in little or no time; this is basically because you are the link between top management and the local individual managers.
• Good analytical skills are required for tackling problems that may come up on a daily basis
• Excellent communication skills are also of great importance for this role, in a bid to pass messages/information across all frontiers to ensure quality delivery in the company
• Ability to work as part of a team is very important because a good HOO will work with a lot of people to be able to achieve required results; that is to say that you cannot basically do it alone
• Excellent leadership skill is required of every HOO. You have to be able to motivate employees and team members at all times.
• Time management skill is also very necessary for the HOO job in order to be able to beat deadlines and display efficiency.
• Ability to assist with the development of staff in order to maximise job satisfaction and performance
• Competent IT Skills.
• Leadership and human resources management skills.

Method of Application
Interested and qualified candidates should send their CV to: careers@finchglowholdings.com using the Job Position as the subject of the email.