Division Manager

Casto; Cebu City; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

CASTO Cebu Office is looking for an experienced Division Manager to lead multiple Pods, drive service excellence, and improve operational efficiency in a fast-paced travel services environment.

You will mentor Supervisors, optimize processes, analyze data, and report to clients and senior management while ensuring business continuity and policy compliance. Willingness to relocate to CASTO Cebu Office is required.

Qualifications

• Bachelor's Degree in Tourism, Business, or a related field.
• At least 6 years of experience in a travel agency, airline, or travel-related BPO/call center.
• Minimum 3 years in a supervisory or managerial role.
• Strong knowledge of Global Distribution Systems (GDS) such as Sabre, Amadeus, Apollo, Galileo, Travelport or Worldspan.
• Excellent leadership, analytical, and decision-making skills.
• Outstanding communication and stakeholder management abilities.
• Strong proficiency in Microsoft Office applications.
• Ability to thrive in a dynamic, fast-paced, and customer-focused environment.
• Willing to travel and work on a shifting schedule when needed.
• Open and willing to relocate to the CASTO Cebu Office.

Responsibilities

• Lead and manage daily operations to consistently achieve client service levels and KPIs.
• Coach, mentor, and develop Pod Supervisors to build high-performing teams.
• Analyze operational data and trends to identify opportunities for continuous improvement.
• Implement strategies that enhance productivity, service quality, and customer satisfaction.
• Prepare and present operational reports for clients and senior management.
• Review and improve systems, processes, and workflows to maximize efficiency.
• Partner with Training and HR to develop employee growth and engagement initiatives.
• Communicate policy updates and operational changes across teams.
• Develop contingency plans and ensure business continuity.
• Collaborate closely with IT and other departments to resolve operational challenges.
• Ensure compliance with company policies, procedures, and client requirements.

Skills

Leadership

Analytical skills

Decision-making

Communication

Stakeholder management

Adaptability

Travel industry knowledge

Education

Bachelor's degree in Tourism/Business

Tools

Sabre

Amadeus

Apollo

Galileo

Travelport

Worldspan

Microsoft Office

Job description

Lead. Inspire. Drive Operational Excellence.

Are you a passionate operations leader with extensive experience in the travel industry and use of global distribution system? Do you thrive in a fast-paced environment where you can lead high-performing teams, improve processes, and deliver exceptional customer experiences?

Join CASTO as our Division Manager and take the lead in driving operational success across multiple service teams while developing future leaders.

What You'll Do

As the Division Manager, you will oversee the day-to-day operations of multiple Pods, ensuring outstanding service delivery, operational efficiency, and employee engagement.

Your key responsibilities include:

• Lead and manage daily operations to consistently achieve client service levels and KPIs.
• Coach, mentor, and develop Pod Supervisors to build high-performing teams.
• Analyze operational data and trends to identify opportunities for continuous improvement.
• Implement strategies that enhance productivity, service quality, and customer satisfaction.
• Prepare and present operational reports for clients and senior management.
• Review and improve systems, processes, and workflows to maximize efficiency.
• Partner with Training and HR to develop employee growth and engagement initiatives.
• Communicate policy updates and operational changes across teams.
• Develop contingency plans and ensure business continuity.
• Collaborate closely with IT and other departments to resolve operational challenges.
• Ensure compliance with company policies, procedures, and client requirements.

We’re Looking For Someone Who Has

Qualifications

• Bachelor's Degree in Tourism, Business, or a related field.
• At least 6 years of experience in a travel agency, airline, or travel-related BPO/call center.
• Minimum 3 years in a supervisory or managerial role.
• Strong knowledge of Global Distribution Systems (GDS) such as Sabre, Amadeus, Apollo, Galileo, Travelport or Worldspan.
• Excellent leadership, analytical, and decision-making skills.
• Outstanding communication and stakeholder management abilities.
• Strong proficiency in Microsoft Office applications.
• Ability to thrive in a dynamic, fast-paced, and customer-focused environment.
• Willing to travel and work on a shifting schedule when needed.
• Open and willing to relocate to the CASTO Cebu Office.

What Makes You Successful

We’re looking for someone who demonstrates:

• Customer-Centric Mindset
• Strategic Planning & Organization
• Strong Analytical Skills
• Adaptability & Resilience
• Accountability & Dependability

Why Join CASTO?

At CASTO, you’ll have the opportunity to make a real impact by leading talented teams, driving operational excellence, and helping shape the future of travel services. We value innovation, collaboration, and people development—and we’re looking for leaders who do the same.