Role Introduction

To supervise and support 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

• Execute corporate safety, security & quality policies to ensure the station, employees and suppliers are compliant with regulatory requirements and quality standards

• Achieve absolute operational integrity with zero safety defects and security infringements

• Support local airport management to identify & mitigate personal, safety and security risks in the workplace for employees (suppliers included) by promoting & developing a culture of zero tolerance on safety and security incidents

Operational Excellence

• Supervise & support Ground Handling Agent teams dedicated to Cathay flight operations to achieve operational excellence of being on time & error free

• Assist to implement innovative ideas & strive to do things better in all aspects of airport operations

• Ensuring & maintaining operational & 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

• Willing to take up extra responsibilities (e.g. projects) & work shift duties

• Undertake any other reasonable task

Outstanding Product and Services

• Ensure team is up-to-date with latest product knowledge & support team to effectively utilise products & services to provide highest quality of experience for our customers across touch points

• Support the team to deliver ‘Service Straight From The Heart’ on a daily basis to create genuine connection & memorable experiences for our customers across all points of contact

• Support use of new technologies in the provision of customer service

• Give recognition to our highest-value customers (front-end & elite Marco Polo members)

Crisis Management capability and preparedness

• Familiar with contingency plans & manual fall-back procedures to meet the required standards

• Effectively manage flight disruptions/irregularities & support airport management

• Ensure our customers are cared for, informed & given choice where possible through use of disruption management tools

People and team

• Motivate frontline team (suppliers included) to enable collaborative teamwork

• Support on-boarding process & probation of new hires (suppliers included)

• Support team (suppliers included) to learn & develop through role modelling, mentoring or on-the-job coaching

• Support the team to adopt new challenges & changes

• Monitor day-to-day team / individual team member performance (suppliers included) & raise suggestions for improvement

Supplier Management

• Assist in monitoring & conducting regular performance review meetings with suppliers

• Support Airport Operations Manager to implement any action plan efficiently & keep track of progress with documented records

Cost efficiency and productivity

• Monitor team daily productivity & flexibility in resource deployment

• Support Airport Operations Manager to reduce costs in daily operation

• Support station admin duties

Represent Cathay interests in the Airport Community

• Support Airport Operations Manager to work with external parties in best interests of the Company – authorities, suppliers & service providers, Oneworld Partners, & other airlines

• Ensure competition compliance involvement in airport-related industry affairs (i.e. AOC)

• Protect Company’s reputation

E&A

• Emergency & Accident, & Crisis Response responsibilities as required

Requirements

Academic qualifications 

• Post-secondary school education is desirable 

• High school graduation 

Knowledge, skills, training and experience 

• Good command of written and spoken English is mandatory with the local language being an advantage 

• 1-2 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 

• Strong customer service mentality with strong interpersonal skills 

• Good technical knowledge and capability (multi-skilled) to perform each airport job function (requirement to pass all training arranged by ASD) 

• Good 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

Benefits

Be part of the Cathay Pacific family and join a dynamic team culture working for one of the world’s Top Global Airlines.

Make the most of your leave and take advantage of travel industry discounts including airfares, hotels, tours and car hire.

Fly high with career development opportunities to diversify your skills and experience within the Cathay Pacific family.