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

• 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

• Act as the Airline’s Operational Duty Holder (ODH) delegate of the airport adhering to the risk escalation process to the Functional Duty Holder (GM ASD)

Operational Excellence

• Act as the escalation point for the Ground Handling Agent

• Manage and oversee Ground Handling Agent teams dedicated to Cathay flight operations to achieve operational excellence, being on time and error free

• Help to implement innovative ideas and proactively strive to do things differently and better in all aspects of our business and operations

• Continuously drive improvement in operational performance, effectiveness and productivity

• Ensure and conduct regular Quality Control checks on station performance, including provision of service by suppliers

• Conduct thorough flight briefing to the team as required

• Undertake any other reasonable task as requested

Outstanding Product and Services

• Uphold and effectively utilise products and services to provide the highest possible quality of experience for our customers across all touch points

• Support and ensure 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

• Ensure people and team (including suppliers) are up-to-date with the latest product knowledge Proactively support the use of new technologies in customer services

• Ensure the airport lounge is run with the highest level of service standards and is customer centric

• Confer recognition on and help to earn the loyalty and emotional attachment of our highest-value

Crisis Management capability and preparedness

• Support the internal team and suppliers to have the capabilities for effectively handling Emergency and Accident (E&A), Irregular Operations (IROPS), and other foreseeable airport contingencies

• Help to facilitate exercises, reviews, and provide assistance in developing contingency plans and manual fall-back procedures so that they are up-to-date and meet the required standards

• Proactively prevent and manage flight disruptions and irregularities

• Ensure customers are cared for, informed and given choice where possible through the use of

• disruption management tools

People and team

• Lead, support and encourage own team to achieve success

• Build a strong and motivated team, ensure the right people are in place to foster positive team spirit and facilitate teamwork

• Supervise and mentor direct reports, encouraging effective collaboration

• 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

• Maintain active and ongoing dialogue in relation to employee goals and performance

• Actively engage with employees to enhance communication and their understanding of department goals

• Demonstrate leadership and lead by example in accordance with Cathay Pacific’s core values

• Enhance the employee experience in line with the role level and Cathay Pacific’s internal brand promise

Requirements

Supplier Management 

• Monitor and conduct regular (at least monthly) performance review meetings with suppliers 

• Implement action plans in an efficient manner and keep track of progress with documented records 

Cost efficiency and productivity 

• Manage daily productivity and flexibility in resource deployment and be involved with rostering as required 

• Drive down costs and seek new revenue opportunities

• Support and carry out station administration duties, including rostering as required

• As a local functional representative responding and co-ordinating on appointed matters  Represent Cathay interests in the Airport Community 

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

• Ensure competition compliance involvement in airport-related industry affairs 

• Protect and advance the Company’s reputation 

E&A

• Emergency and Accident and Crisis Response responsibilities as required