Company Description
Let your passion fly! We're proud to be one of the world's leading airlines. Our reputation is built on a long track record of success, an ongoing commitment to our home Hong Kong, and on the delivery of customer service that's straight from the heart. All of this is possible due to our talented people who share our passion for aviation and our commitment to being the best. Our global family can open up a world of opportunities for you. This means that your first role at Cathay Pacific won't be your last. It could take you anywhere. Join us and discover just how far you can go!
Role Introduction
To oversee and supervise the daily assigned team member functions to ensure overall
operations run smoothly and efficiently during the operational shift whilst conforming to
established safety and security standards.
To deliver the best possible operation and airport service experience to ensure our
customers always feel special, valued and recognised regardless of circumstance.
Key Responsibilities
Safety First, Quality Always
- Rigorously execute corporate safety, security and quality policies to ensure the
station, employees and suppliers are fully compliant with all regulatory requirements
and quality standards
- Achieve absolute operational integrity with zero safety defects and security
infringements
- Support local airport management to identify and mitigate personal, safety and
security risks in the workplace for employees (suppliers included) by promoting and
developing a culture of zero tolerance on safety and security incidents
- Deputise as the Airline's Operational Duty Holder (ODH) of the airport adhering to the
risk escalation process to the Functional Duty Holder (GM ASD)
Operational Excellence
- Manage and oversee Ground Handling Agent teams dedicated to Cathay flight
operations to achieve operational excellence of being on time and error free
- Help to implement innovative ideas and strive to do things differently and better in all
aspects of airport operations
- Assist in ensuring and maintaining operational and productivity performance
conformance to standards
- Support airport management to conduct regular Quality Control checks on station
performance including provision of service by suppliers as required
- Conduct flight briefings as required
- Ensure people and team are up-to-date with the latest product knowledge and
support the team to effectively utilise products and services to provide the highest
possible quality of experience for our customers across all touch points
- Support the team to deliver Service Straight From The Heart on a daily basis to
create genuine connection and memorable experiences for our customers across all
points of contact
- Support the use of new technologies in the provision of customer service
- Give recognition to our highest-value customers (front-end and elite Marco polo
members)
Crisis Management capability and preparedness
- Familiarity with all contingency plans and manual fall-back procedures to meet the
required standards
- Effectively manage flight disruptions and irregularities and support airport
management as required
- Ensure our customers are cared for, informed and given choice where possible
through the use of disruption management tools
People and team
- Motivate and inspire the frontline team (suppliers included) to enable supportive and
collaborative teamwork
- Support the on-boarding process and probation of new hires (suppliers included)
- Support and encourage the team (suppliers included) to learn and develop through
role modelling, mentoring or on-the-job coaching
- Support the team to adopt new challenges and changes
- Monitor and review day-to-day team and/or individual team member performance
(suppliers included) and raise suggestions for improvement
Supplier Management
- Assist in monitoring and conducting regular performance review meetings with
suppliers
- Support the Airport Operations Manager to implement any action plan efficiently and
keep track of progress with documented records
Cost efficiency and productivity
- Monitor team daily productivity and flexibility in resource deployment
- Support the Airport Operations Manager to drive down costs in daily operation
E&A
- Emergency and Accident and Crisis Response responsibilities as required
Requirements
Academic qualifications
- Post-secondary school education is desirable
- High school graduation
Knowledge, Skills, Training And Experience
- Strong command of written and spoken English is mandatory with the local language
being an advantage
- At least 3 years solid Customer Service experience, preferably in airlines or airport
services
- Ability to work independently with good decision-making skills
- Self-motivated and committed leader who enjoys teamwork
- Very strong customer service mentality with strong interpersonal skills
- Sound technical knowledge and capability (multi-skilled) to perform each airport job
function (requirement to pass all training arranged by ASD)
Thorough understanding of Company policies and international regulatory
procedures and all required local regulatory matters
- Ability to handle different operational modes such as normal operations, disruption,
Emergency & Accident and contingency situations
- Adapts to and embraces constant change
Personal & Application Information
Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.
