Key Responsibilities

Case Management

• Conduct investigations into cases related to noncompliance / violations / breaches of Company Policies and ensure investigation and fact finding processes are conducted thoroughly, consistently and aligned with the D&G policy and procedures and in a timely manner
• Manage crew through the process of resolution in a fair, sensitive and credible manner; and manage cases in compliance with the relevant policies, standards and legislation requirements in a fair and consistent manner
• Document all cases in a detailed and thorough manner. Ensure all interview records are sent to crew and filed for record
• Make recommendations for disciplinary action to Service Excellence Managers where applicable and communicate disciplinary decisions to cabin crew concerned to reinforce the required standard of performance in a fair, positive and encouraging manner

Others

• Support the review of relevant internal policies and help conduct trend analysis and highlight areas of concerns/improvement to management
• Encourage cabin crew to improve performance and coach crew on company policies and expectations and the importance of adhering to policy at all times
• Represent Cathay in labour court in case of disputes over disciplinary cases
• Assist in other ad hoc tasks such as E&A, projects, etc. as required by the Asst. Manager Cabin Crew Development and HOCC
• Ensure cases are resolved in a timely manner and case turnaround times meet internal targets
• Deputise AMCCD during their absence

Requirements

• Strong fact-finding, analytical and decision making skills
• Strong command of written and spoken English with local language an advantage
• Good interpersonal and coaching skills
• Mature individual with high emotional intelligence
• Good working relationships with other operational department
• Good understanding of cabin crew working conditions and culture
• Methodical and detail oriented
• Case management experience is an advantage
• Tertiary education or above
• Candidate with cabin crew operational environment and culture is preferred
• Knowledge of the various ordinances in the legislative environment