Company Description

At Cathay Pacific, we share one common aspiration: to be the world's 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 supervise and support 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

Execute corporate safety, security and quality policiesAchieve absolute operational integrity with zero safety defects and security infringementsSupport HKIA 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 incidentsAct as the Airline’s Deputy Operational Duty Holder (ODH) of the intermodal port adhering to the risk escalation process to the Functional Duty Holder

Operational Excellence

Supervise and support Ground Handling Agent teams dedicated to Cathay -upstream operations to achieve operational excellence of being on time and error freeAssist to implement innovative ideas and strive to do things differently and betterAssist in ensuring and maintaining operational and productivity performance conformance to standardsSupport HKIA management to conduct regular Quality Control checks on station performance including provision of service by suppliers as requiredConduct regular briefings to GHA as required, Willing to take up extra responsibilities

Outstanding Product and Services

Ensure people and team from both Cathay and the service provider, 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 pointsSupport the team to deliver Service Excellence on a daily basis to create genuine connection and memorable experiences for our customers across all points of contactSupport the use of new technologies in the provision of customer serviceGive recognition to our high-value customers (front-end and elite Cathay members)

Crisis Management capability and preparedness

Familiarity with all contingency plans and manual fall-back procedures to meet the required standardsEffectively manage disruptions and irregularities of flights or codeshare intermodal services, support HKIA management as requiredEnsure our customers are cared for, informed and given choice

People and team

Motivate the frontline team (suppliers included) to enable supportive and collaborative teamworkSupport the on-boarding process and probation of new hires (suppliers included) as requiredSupport and encourage the team (suppliers included) to learn and developSupport the team to adopt new challenges and changesMonitor day-to-day team and/or individual team member performance (suppliers included) and raise suggestions for improvement

Supplier Management

Oversee overall performance of upstream ports of HKIA through regular meeting with Ground Handling AgentSupport the Customer Service Manager – HKIA 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 deploymentSupport the Customer Service Manager – HKIA to drive down costs in daily operation. Support station administration duties

Represent Cathay interests in the local Community

Support the Customer Service Manager - HKIA to work with external parties in the best interests of the Company – authorities, suppliers and service providers, Oneworld Partners, and other airlinesEnsure competition compliance involvement in the related industry affairs. Protect the Company’s reputation.

E&A

Emergency and Accident and Crisis Response responsibilities as requiredRequirements

Academic qualifications

A diploma qualification in a related discipline is a minimum educational standard

Knowledge, skills, training and experience

Good command of written and spoken English is mandatory with the local language being an advantage1-2 years solid Customer Service experience, preferably in airlines or airport servicesAbility to work independently with good decision-making skillsSelf-motivated and committed leader who enjoys teamworkStrong customer service mentality with strong interpersonal skillsGood technical knowledge and capability (multi-skilled) to perform each airport job function (requirement to pass all training arranged by ASD)Good understanding of Company policies and international regulatory procedures and all required local regulatory mattersAbility to handle different operational modes such as normal operations, disruption, Emergency & Accident and contingency situationsAdapts to and embraces constant changePersonal & 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.

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