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.

To inspire our people and suppliers to embrace change and excel in everything they do including to take every opportunity to benefit from technological advancement and representing the Company’s best interests within the local community.

Key Responsibilities

Safety First, Quality Always

• Execute safety, security, and quality policies to ensure full regulatory and operational compliance.

• Maintain operational integrity with zero safety and security breaches.

• Promote a “Just Culture” and collaborate on root cause investigations and analysis.

• Partner with airport management to identify and mitigate workplace safety and security risks.

• Serve as the Airline’s Operational Duty Holder (ODH) and follow risk escalation procedures.

Operational Excellence

• Lead the team to achieve error-free operational excellence in safety, on-time performance, baggage handling, and airport experience.

• Improve performance beyond published standards, policies, and procedures.

• Take ownership and resolve issues efficiently and in compliance with regulations.

Outstanding Product and Services

• Inspire the team to deliver “Service Straight From The Heart”.

• Leverage new technologies to enhance customer experience.

• Drive a customer-centric, high-quality airport lounge experience.

• Recognise and build loyalty with high-value customers and elite Marco Polo members.

Crisis Management

• Support the Regional Business Resilience Coordinator in building organisational, supplier, and individual capabilities to manage emergencies, irregular operations (IROPS), and contingencies.

• Plan, review, and update contingency plans and backup procedures at least once annually.

• Implement IROPS plans and lead disruption recovery during disruptions.

• Ensure customers are informed, supported, and provided options during disruptions.

People and Performance Management

• Lead and support own team to achieve success

• Participate in recruitment and selection activities

• Develop high-potential employees and identify learning and effective trainings for self-handled and third-party ports.

• Maintain communication in relation to employee goals and performance

• Demonstrate leadership in accordance with Cathay Pacific’s core values

Supplier Management

• Manage supplier performance in line with contracts and agreements.

• Ensure subcontracting compliance and coordinate updates with relevant parties.

• Set clear expectations as per requirements

• Conduct performance reviews with suppliers

• Establish and oversee action plans while maintaining proper documentation.

Cost Efficiency

• Plan and manage budget and airport-related costs with key stakeholders

• Seek opportunities to drive down costs

• Seek revenue opportunities by maximising utilisation of properties e.g. Lounge

• Manage budgets and costs without compromising legislation, service levels or performance

Represent Cathay’s interests

• Manage relationships with authorities, suppliers, service providers, Oneworld partners, and other airlines in the Company’s best interests.

• Ensure competition compliance involvement in industry affairs

• Act as the representative in AOC or BAR to protect the interests of the airline

Partnerships with Regional and Head Office

• Maintain effective communication to ensure mutual understanding

• Partner with departments on improvement initiatives/projects

• Champion Office initiatives

• Develop and implement local strategy aligned with directives and frameworks

E&A

• Emergency and Accident and Crisis Response

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