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

• 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
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• 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
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• 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
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• 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
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• 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
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• 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
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• 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
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• 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
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• Conduct flight briefings as requiredItem 6 of 7, Willing to take up extra responsibilities (e.g. projects) and work shift duties
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• Willing to take up extra responsibilities (e.g. projects) and work shift dutiesItem 7 of 7, Undertake any other reasonable task as required
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• Undertake any other reasonable task as required

Outstanding Product and Services

• Item 1 of 4, 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
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• 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 pointsItem 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
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• 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)
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• Give recognition to our highest-value customers (front-end and elite Marco Polo members)

Crisis Management capability and preparedness

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

Requirements

Academic qualifications

• Item 1 of 1, 
• University degree (or tertiary equivalent) 

Knowledge, skills, training and experience

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