Company Description
At Cathay Pacific, we share one common aspiration: to be the worlds best airline. We believe in looking for the best in our people, in working as a team, in doing the right thing by our shareholders and our communities.
With a global team, we offer a diverse range of career choices and opportunities - in the air, on the ground; in customer service, in the office; managerial or professional roles. Our team of great people each plays a key role to deliver the quality service that we are famous for.
Notes:
- All Chinese mainland based positions are subject to local terms and conditions.
- Applicants must have the right to live and work in Chinese mainland.
- Once employment is confirmed, the employment contract and personnel file will be arranged through a local third-party human resources agency designated by Cathay Pacific.
Role Introduction
To oversee and supervise 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
- 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
- Willing to take up extra responsibilities (e.g. projects) and work shift duties
- Undertake any other reasonable task as required
Outstanding Product and Services
- Ensure teams are updated on product knowledge to deliver the highest-quality customer experiences.
- Support the delivery of “Service Straight From The Heart” to create genuine, memorable customer connections.
- Encourage the use of new technologies in customer service.
- Recognise and prioritise high-value customers (front-end and elite Marco polo members)
Crisis Management Capability
- Be familiar with contingency plans and manual procedures.
- Manage flight disruptions and irregularities effectively.
- Ensure customers are cared for, informed, and given choices using disruption management tools.
People Development and Performance Management
- Lead and support the team to achieve success, fostering positive team spirit and collaboration.
- Mentor direct reports and develop high-potential employees with appropriate training.
- Maintain active dialogue on employee goals and performance.
- Enhance communication and employee experience aligned with Cathay Pacific’s core values.
Supplier Management
- Monitor and review supplier performance regularly.
- Support the Airport Operations Manager in implementing action plans and tracking progress.
Cost Efficiency and Productivity
- Monitor team productivity and resource flexibility.
- Support cost reduction in daily operations and station administration duties.
Represent Cathay in the Airport Community
- Support the Airport Operations Manager in working with authorities, suppliers, oneworld partners, and other airlines in the company’s best interests.
- Ensure compliance with competition rules and protect the Company’s reputation.
Emergency and Accident (E&A)
- Undertake Emergency, Accident, and Crisis Response responsibilities as required.
Requirements
Academic qualifications
- College degree is desirable
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
Personal & Application Information
Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.
