Deputy Manager - Ops Travel

ESOL IT SERVICES INC.; Quezon City; On-site; PHP 1,000,000 - 1,400,000; Full time

Job summary

ESOL IT SERVICES INC. in Manila is seeking a Deputy Manager – Operations to lead a Travel Account and boost day-to-day performance.

You will mentor teams, optimize quality, and ensure compliant handling of travel processes, including exchanges and refunds. The ideal candidate has at least 5 years in BPO leadership, hands-on GDS experience (Worldspan, Sabre, Galileo, Amadeus, or Apollo), and strong knowledge of international ticketing and IATA rules.

Qualifications

• At least 5 years of leadership experience in a BPO setting.
• Recent/current experience handling a Travel Account is required.
• Cryptic/Native GDS experience is required.
• Strong knowledge of international ticketing, exchanges, and refunds.
• Good understanding of IATA rules and regulations.
• Excellent English communication and interpersonal skills.

Responsibilities

• Lead and manage day-to-day operations for a Travel Account.
• Support team performance, productivity, quality, and customer experience.
• Provide guidance on GDS, ticketing, exchanges, refunds.
• Ensure compliance with IATA rules and travel industry standards.
• Monitor operational and quality metrics and drive continuous improvement.
• Coach and develop team leaders and operations staff.

Skills

Leadership

GDS experience

International ticketing

Quality processes

Team coaching

Education

IATA/UFTAA Level 1 certification

Travel industry cert

Tools

Worldspan

Sabre

Galileo

Amadeus

Apollo

Microsoft Office

Job description

We are looking for an experienced Deputy Manager – Operations to lead and support operations for a Travel Account. The ideal candidate must have strong GDS expertise, international ticketing knowledge, and proven leadership experience in a BPO environment.

Key Responsibilities

• Lead and manage day-to-day operations for a Travel Account.

• Support team performance, productivity, quality, and customer experience.

• Provide guidance on GDS, ticketing, exchanges, refunds, and travel-related processes.

• Ensure compliance with IATA rules, regulations, and travel industry standards.

• Monitor operational and quality metrics and drive continuous improvement.

• Coach and develop team leaders and operations teams.

Must-Have Qualifications

• At least 5 years of leadership experience in a BPO setting.

• Recent/current experience handling a Travel Account is required.

• Cryptic/Native GDS experience is required.

• Hands-on experience with one or more GDS: Worldspan, Sabre, Galileo, Amadeus, or Apollo.

• Strong knowledge of international ticketing, exchanges, and refunds.

• Good understanding of IATA rules and regulations, including fare components, manual fare calculation, pricing units, Global Indicators, and Indirect Travel Limitations.

• Excellent English communication and interpersonal skills.

• Proficient in Microsoft Office.

• Knowledge of quality tools and processes.

• IATA/UFTAA Level 1 certification is preferred.