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

• Deputise as the Airline’s Operational Duty Holder (ODH) of the airport adhering to the

risk escalation process to the Functional Duty Holder (GM ASD)

Operational Excellence

• Manage and oversee Ground Handling Agent teams dedicated to Cathay flight

operations to achieve operational excellence of being on time and error free

• Help to implement innovative ideas and strive to do things differently and better in 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

• 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

• 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

• 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 as required

• Ensure our customers are cared for, informed and given choice where possible

through the use of disruption management tools

People and team

• Motivate and inspire the frontline team (suppliers included) to enable supportive and

collaborative teamwork

• Support the on-boarding process and probation of new hires (suppliers included)

• Support and encourage the team (suppliers included) to learn and develop through

role modelling, mentoring or on-the-job coaching

• Support the team to adopt new challenges and changes

• Monitor and review 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 to implement any action plan efficiently and

keep track of progress with 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

E&A

• Emergency and Accident and Crisis Response responsibilities as required

Requirements

Academic qualifications

• Post-secondary school education is desirable

• High school graduation

Knowledge, skills, training and experience

• Strong command of written and spoken English is mandatory with the local language

being an advantage

• At least 3 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

• Very strong customer service mentality with strong interpersonal skills

• Sound technical knowledge and capability (multi-skilled) to perform each airport job

function (requirement to pass all training arranged by ASD)

Thorough 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