Job Description

CASI, Cruise Administration Services Inc, a Carnival Cruise Line entity in the Philippines currently has a CASI Director role available.  Only candidates located in the Philippines to apply.

Job summary:

• The Director-CASI will lead the operation for CASI and manage over-all responsibility for Crew Creatives & Communications, Recruitment, Onboarding, Process Improvement, Logistics Air/ hotel Meet & Greet Services and IT. He will be responsible for leading the company's strategic direction, operational management, and overall profitability. This role involves overseeing operations that cater to CCL and different brands, ensuring tailored service delivery, operational excellence, effective client relationship management, driving business growth and lead a diverse team of professionals 

Essential Functions:

Strategic Oversight

• Engage closely with senior leadership and key stakeholders to align business strategies with overall organizational objectives.
• Lead strategic initiatives to expand, optimize, and enhance CASI operations, ensuring alignment with the company’s growth targets and service excellence goals.

Operational, Compliance & Risk Management

• Oversee day-to-day operations to ensure that services are delivered efficiently, effectively and in accordance with client expectations and contractual obligations.
• Implement best practices and aims for continuous improvement to enhance performance and productivity.
• Establish relationship and engage with senior leaders/decision makers for all stakeholders, regulators and external partners and managing communications and addressing inquiries to ensure positive company image.
• Accountable in identifying and mitigating operational risks and challenges, such as regulatory compliance, market volatility, and supply chain disruptions, and develop and implement risk management strategies and business continuity plans to address unexpected disruptions or emergencies.
• Act as Official Company Representative for all external concerns related to business operation.

Client Relationship Management

• Maintain strong client relationships, ensuring needs are met and resolving escalations promptly.
• Conduct regular performance reviews with clients to assess satisfaction and identify opportunities for enhancement.

Leadership

• Lead, mentor and develop a high-performing management team and workforce, fostering a culture of excellence, technology and innovation and a sense of accountability.
• Lead initiatives to optimize CASI operations for efficiency and growth.

Financial Budget Management

• Overall responsible in setting, obtaining and overseeing company's financial resources, including budgeting (Opex/Capex), cost control, and financial analysis, and ensuring that operational activities are aligned with the financial objectives of the organization.

Reports & Analysis

• Develop and maintain detailed reports on CASI performance covering operational performance, financial metrics, and client satisfaction.
• Analyze data to identify trends, insights, and areas for improvement, providing actionable recommendations to senior management for strategic decision-making.

Qualifications:

• Bachelor’s degree in Business Administration, Management, or a related field. An MBA or relevant postgraduate degree is preferred.
• Extensive experience (10+ years ) in BPO management or cruise line industry  shoreside or a related field, with proven track record of success in a leadership role.
• Deep understanding of the cruise industry, including guest services and operational requirements, Financial acumen and experience with budget management and Proficiency in BPO operations and technology solutions. Well versed in all communication/ reporting tools and MS applications.
• Leadership and Management certifications or any relevant preferred

Knowledge, Skills & Abilities:

• Strategic Thinking, Operational Excellence, Client Focus, Leadership and Team Development, Financial Acumen, Innovation and Technology Integration, Problem-Solving and Decision-Making and Excellent Communications Skills

Ethics & Compliance:

• In addition to other duties/functions, this position requires full commitment and support for promoting ethical and compliant culture. More specifically, this position requires integrity, honesty, and respectful treatment of others, as well as a willingness to speak up when they see misconduct or have concerns.

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