Key Responsibilities

Safety First, Quality Always

• Item 1 of 3, Execute corporate safety, security and quality policies to ensure the station, employees and suppliers are fully compliant with all regulatory requirements and quality standards
• Execute corporate safety, security and quality policies to ensure the station, employees and suppliers are fully compliant with all regulatory requirements and quality standardsItem 2 of 3, Achieve absolute operational integrity with zero safety defects and security infringements
• Achieve absolute operational integrity with zero safety defects and security infringementsItem 3 of 3, 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
• 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

Operational Excellence

• Item 1 of 7, Supervise and support Ground Handling Agent teams dedicated to Cathay flight operations to achieve operational excellence of being on time and error free
• Supervise and support Ground Handling Agent teams dedicated to Cathay flight operations to achieve operational excellence of being on time and error freeItem 2 of 7, Assist to implement innovative ideas and strive to do things differently and better in all aspects of airport operations
• Assist to implement innovative ideas and strive to do things differently and better in all aspects of airport operationsItem 3 of 7, Assist in ensuring and maintaining operational and productivity performance conformance to standards
• Assist in ensuring and maintaining operational and productivity performance conformance to standardsItem 4 of 7, Support airport management to conduct regular Quality Control checks on station performance including provision of service by suppliers as required
• Support airport management to conduct regular Quality Control checks on station performance including provision of service by suppliers as requiredItem 5 of 7, Conduct flight briefings as required
• Conduct flight briefings as requiredItem 6 of 7, Willing to take up extra responsibilities (e.g. projects) and work shift duties
• Willing to take up extra responsibilities (e.g. projects) and work shift dutiesItem 7 of 7, Undertake any other reasonable task as required
• Undertake any other reasonable task as required

Outstanding Product and Services

• Item 1 of 4, Ensure team are up-to-date with the latest product knowledge, support the team to effectively utilise products and services to provide the highest possible quality of experience for our customers
• Ensure team are up-to-date with the latest product knowledge, support the team to effectively utilise products and services to provide the highest possible quality of experience for our customersItem 2 of 4, 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 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 contactItem 3 of 4, Support the use of new technologies in the provision of customer service
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• Support the use of new technologies in the provision of customer serviceItem 4 of 4, Give recognition to our highest-value customers (front-end and elite Marco Polo members)
• Give recognition to our highest-value customers (front-end and elite Marco Polo members)

Crisis Management capability and preparedness

• Item 1 of 3, Familiar with all contingency plans and manual fall-back procedures to meet the required standards
• Familiar with all contingency plans and manual fall-back procedures to meet the required standardsItem 2 of 3, Effectively manage flight disruptions and irregularities, support airport management as required
• Effectively manage flight disruptions and irregularities, support airport management as requiredItem 3 of 3, Ensure our customers are cared for, informed and given choice where possible through the use of disruption management tools
• Ensure our customers are cared for, informed and given choice where possible through the use of disruption management tools

People and team

• Item 1 of 5, Motivate the frontline team (suppliers included) to enable supportive and collaborative teamwork
• Motivate the frontline team (suppliers included) to enable supportive and collaborative teamworkItem 2 of 5, Support the on-boarding process and probation of new hires as required
• Support the on-boarding process and probation of new hires as requiredItem 3 of 5, Support and encourage the team to learn and develop through role modelling, mentoring or on-the-job coaching
• Support and encourage the team to learn and develop through role modelling, mentoring or on-the-job coachingItem 4 of 5, Support the team to adopt new challenges and changes
• Support the team to adopt new challenges and changesItem 5 of 5, Monitor day-to-day team and/or individual team member performance and raise suggestions for improvemen
• Monitor day-to-day team and/or individual team member performance and raise suggestions for improvemen

Supplier Management

• Item 1 of 2, Assist in monitoring and conducting performance review meetings with suppliers
• Assist in monitoring and conducting performance review meetings with suppliersItem 2 of 2, Support the Airport Operations Manager to implement any action plan efficiently and keep track of progress with documented records
• Support the Airport Operations Manager to implement any action plan efficiently and keep track of progress with documented records

Cost efficiency and productivity

• Item 1 of 3, Monitor team daily productivity and flexibility in resource deployment
• Monitor team daily productivity and flexibility in resource deploymentItem 2 of 3, Support the Airport Operations Manager to drive down costs in daily operation
• Support the Airport Operations Manager to drive down costs in daily operationItem 3 of 3, Support station administration duties
• Support station administration duties

Represent Cathay interests in the Airport Community

• Item 1 of 2, Support the Airport Operations Manager to work with external parties in the best interests of the Company – authorities, suppliers and service providers, Oneworld Partners, and other airlines
• Support the Airport Operations Manager to work with external parties in the best interests of the Company – authorities, suppliers and service providers, Oneworld Partners, and other airlinesItem 2 of 2, Ensure competition compliance involvement in airport-related industry affairs (i.e. AOC)
• Ensure competition compliance involvement in airport-related industry affairs (i.e. AOC)

E&A

• Item 1 of 1, Emergency and Accident and Crisis Response responsibilities as required
• Emergency and Accident and Crisis Response responsibilities as required

Requirements

Academic qualifications

• Item 1 of 1, 
• College degree or above

Knowledge, skills, training and experience

• Item 1 of 9, 
• Good command of written and spoken English is mandatory with the local language being an advantageItem 2 of 9, 
• 1-2 years solid Customer Service experience, preferably in airlines or airport servicesItem 3 of 9, 
• Ability to work independently with good decision-making skillsItem 4 of 9, 
• Self-motivated and committed leader who enjoys teamworkItem 5 of 9, 
• Strong customer service mentality with strong interpersonal skillsItem 6 of 9, 
• Good technical knowledge and capability (multi-skilled) to perform each airport job function (requirement to pass all training arranged by ASD)Item 7 of 9, 
• Good understanding of Company policies and international regulatory procedures and all required local regulatory mattersItem 8 of 9, 
• Ability to handle different operational modes such as normal operations, disruption, Emergency & Accident and contingency situationsItem 9 of 9, 
• Adapts to and embraces constant change