Let your passion fly! We’re proud to be one of the world’s leading airlines. Our reputation is built on a long track record of success, an ongoing commitment to our home Hong Kong, and on the delivery of customer service that’s straight from the heart. All of this is possible due to our talented people who share our passion for aviation and our commitment to being the best. Our global family can open up a world of opportunities for you. This means that your first role at Cathay Pacific won’t be your last. It could take you anywhere.
Join us and discover just how far you can go!
Role Introduction
To oversee and ensure that airport operations during the operational shift run smoothly and efficiently whilst complying with the established safety, security and quality 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
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
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
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
Requirements
Academic qualifications
A Diploma qualification in an Airport or service-related discipline is a minimum
A Bachelor’s degree in an aligned field is desirable
Knowledge, Skills, Training And Experience
Excellent command of written and spoken English is mandatory
Three years airport operational / customer handling experience
At least one year’s recent experience in a supervisory / management capacity with demonstrable ability to establish an appropriate plan and course of action for self and team to accomplish a specific outcome
Superior independent working capabilities with strong decision-making skills
Self-motivated and committed leader who enjoys teamwork
Strong customer service mentality with superior interpersonal skills
Full technical knowledge and capability (multi-skilled) to competently perform each airport job function
Thorough understanding of company policies and international regulatory procedures and all required local regulatory matters
Broad understanding of the mode of operation of the Company, Oneworld partner carriers and other airlines
Understanding of relevant international regulatory safety, industry and operational requirements and trends
Ability to handle and react effectively and spontaneously to the different operational modes such as normal operations, disruption, Emergency and Accident and contingency situations
Adapts to and embraces constant change
Candidates must have the legal rights to live and work in India.
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
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Management and Manufacturing
Industries
Airlines and Aviation
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