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 lead and manage the overall airport operations to run smoothly and efficiently during all operational shifts whilst complying with the established safety, security and quality standards.

To deliver the best possible operation and airport service experience ensuring our customers always feel special and valued at all times, regardless of circumstance.

To inspire our people and suppliers to embrace change and excel in everything they do including to take every opportunity to benefit from technological advancement and representing the Company’s best interests within the local community.

 

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 standardsAchieve absolute operational integrity, with zero safety defects and security infringementsAdvocate a “Just Culture” and develop proactive partnerships with stakeholders in root cause investigations and analysisPartner with 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 incidentsAct 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

Lead the local team to achieve error free operational excellence with particular emphasis on safety management, on time performance, baggage handling and future airport experienceProactively explore ways to excel above published standards, airport policies and proceduresCommitment to owning the full spectrum of airport operational issues and resolving them in a pragmatic, commercial and legally compliant manner

Outstanding Product and Services

Inspire the local team to live the ‘Service Straight From The Heart’ principles as an enabler to create genuine connection and memorable experiences for our customers across all points of contactActively seek opportunities to apply new technologies in the customer experience flowDrive airport lounge experience to the highest level with a customer centric approachConfer recognition on, and earn the loyalty and emotional attachment of, our highest-value customers (front-end and elite Marco Polo members)   

Crisis Management Capability and Preparedness

Support the Regional Business Resilience Coordinator to develop organizational, supplier and individual capabilities for effectively handling E&A and IROPSPlan for and manage exercises, reviews, and update all contingency plans and manual backup procedures at least once per annumImplement IROPS plan during significant disruptionsEnsure our customers are cared for, informed and given choice where possible

People Development and Performance Management

Lead, Develop, Encourage team to achieve success and understanding of department goals with identifying learning opportunitiesBuild a strong and motivated teamMentor direct reports, encouraging effective collaboration and communication

Supplier Management

Manage supplier performance levels, set clear direction to suppliers and conduct regular review

Cost Efficiency

Thoroughly plan and manage the station budget and airport costs with key stakeholdersDrive down costs controllable and Conduct rostering to cover all operational shiftsSeek revenue opportunities

Represent Cathay’s interests in the airport community

Actively engage and manage external airport relationships in the best interestsEnsure competition compliance involvement in airport-related industry affairs

Proactive Partnerships with Regional and Head Office

Effective communication for mutual understanding and Partner on improvement initiatives and projects

E&A

Emergency and Accident and Crisis Response responsibilities as required.Requirements

Academic qualifications

A diploma qualification in a related discipline is a minimum educational standardBachelors and/or Master’s degree in operations management, business administration, airport planning and management or airport operations is desirable

 

Knowledge, skills, training and experience

Excellent command of written and spoken English is mandatory with the local language being an advantageThree years’ airport operational / customer handling experienceAt least two years’ recent experience in a supervisory / management capacityUp to date knowledge of all regulatory and local legal requirements relating to airport operations and passenger processingCommand of the different management processes and their importance as they vary from normal operations to disruption or emergency situationsSuperior independent working capabilities coupled with good decision-making skillsSelf-motivated and committed leader who enjoys team workStrong customer service mentality with superior interpersonal skillsEffective use of negotiation skillsGood analytical/numerical skills and experience of planning, reviewing and managing budgets and costsAbility to interpret and implement global policy to ensure local complianceAbility to think logically and commercially in order to present and justify ideas/findings to a wide variety of audiences that are often culturally diverseHigh personal presentation as the job-holder is expected to represent the Company at external/internal meetingsProven track record of supplier management in-line with Company policy to involve contract renewal, negotiation, agreeing terms of business, and senior management endorsementStrong computer literacy including Word, Excel and PowerPointLeads, 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.

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