Role Introduction

To lead and manage the overall airport operations to run smoothly and efficiently during all operational shifts whilst complying with the established safety, security and quality standards.

To deliver the best possible operation and airport service experience ensuring our customers always feel special and valued at all times, 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
• Advocate a “Just Culture” and develop proactive partnerships with stakeholders in root cause investigations and analysis
• Act 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

• Lead the local team to achieve error free operational excellence with particular emphasis on safety management, on time performance, baggage handling and future airport experience
• Proactively explore ways to excel above published standards, airport policies and procedures
• Commitment to owning the full spectrum of airport operational issues and resolving them in a pragmatic, commercial and legally compliant manner

Outstanding Product and Services

• Inspire the local team to live the ‘Service Straight From The Heart’ principles as an enabler to create genuine connection and memorable experiences for our customers across all points of contact
• Confer recognition on, and earn the loyalty and emotional attachment of, our highest-value customers (front-end and elite Cathay members)

Crisis Management Capability and Preparedness

• Support the Regional Business Resilience Coordinator to develop organisational, supplier and individual capabilities for effectively handling Emergency and Accident (E&A), Irregular Operations (IROPS), and other foreseeable airport contingencies
• Ensure our customers are cared for, informed and given choice where possible through the use of disruption management tools

People Development and Performance Management

• Build a strong and motivated team, ensure the right organisational structure and the right people are in place to foster positive team spirit and facilitate teamwork
• Develop employees with high potential and identify learning opportunities to ensure appropriate training and development programmes are in place to suit both self-handled and 3rd party ports as appropriate
• Demonstrate leadership and lead by example in accordance with Cathay Pacific’s core values

Represent Cathay’s interests in the airport community

• Actively engage and manage external airport relationships in the best interests of the Company – authorities, suppliers and service providers, Oneworld partners, and other airlines

Proactive Partnerships with Regional and Head Office

• Sustain effective communication with Head / Regional Office to establish mutual understanding
• Develop and implement local strategy in conjunction with Head / Regional Office directives and frameworks

Requirements

Academic qualifications

• A diploma qualification in a related discipline is a minimum educational standard
• Bachelors and/or Master’s degree in operations management, business administration, airport planning and management or airport operations is desirable

Knowledge, skills, training and experience

• Excellent command of written and spoken English is mandatory with the local language being an advantage
• Three years’ airport operational / customer handling experience
• At least two years’ recent experience in a supervisory / management capacity
• Up to date knowledge of all regulatory and local legal requirements relating to airport operations and passenger processing
• Command of the different management processes and their importance as they vary from normal operations to disruption or emergency situations
• Superior independent working capabilities coupled with good decision-making skills
• Self-motivated and committed leader who enjoys team work
• Strong customer service mentality with superior interpersonal skills
• Effective use of negotiation skills
• Good analytical/numerical skills and experience of planning, reviewing and managing budgets and costs
• Ability to interpret and implement global policy to ensure local compliance
• Ability to think logically and commercially in order to present and justify ideas/findings to a wide variety of audiences that are often culturally diverse
• High personal presentation as the job-holder is expected to represent the Company at external/internal meetings
• Proven track record of supplier management in-line with Company policy to involve contract renewal, negotiation, agreeing terms of business, and senior management endorsement
• Strong computer literacy including Word, Excel and PowerPoint
• Leads, adapts to and embraces constant change