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 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

• Identify and mitigate personal, safety and security risks in the workplace for employees (suppliers included) by promoting a culture of zero tolerance on safety and security incidents

Operational Excellence

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

• Assist implementation of innovative ideas and strive to improve all aspects of airport operations

• Assist in ensuring and maintaining operational and 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 as required

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

Outstanding Product and Services

• Keep the team updated on product knowledge to deliver a high-quality customer experience across all touchpoints.

• Deliver “Service Straight From The Heart” daily to create genuine customer connections and memorable experiences.

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

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

Crisis Management capability and preparedness

• Familiarity with all contingency plans and manual fall-back procedures to meet the required standards

• Effectively manage flight disruptions and irregularities and support airport management

• Ensure customers are cared for, informed, and given choices through effective disruption management.

People and team (suppliers included)

• Motivate the frontline team to enable supportive and collaborative teamwork

• Support the on-boarding process and probation of new hires

• Support and encourage the team to learn and develop through role modelling, mentoring or on-the-job coaching

• Support the team to adopt new challenges and changes

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

Supplier Management

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

• Support the Airport Operations Manager in implementing action plans and tracking progress through documented records.

Cost efficiency and productivity

• Monitor team daily productivity and flexibility in resource deployment

• Support the Airport Operations Manager to drive down costs in daily operation

• Support station administration duties

Represent Cathay interests in the Airport Community

• Support the Airport Operations Manager in liaising with authorities, suppliers, Oneworld partners, and airlines in the best interests of the Company.

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

E&A

• Emergency and Accident and Crisis Response responsibilities

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