Company Description

Move Beyond! To move people forward in life - We are the people behind Cathay Pacific. We are proud of our Hong Kong heritage but equally proud of the global, diverse workforce that makes us who we are. We are relentlessly driven to create lifetime customer loyalty, value for our shareholders and satisfaction and enrichment for our employees. We are a complex global business, but we are also family. And whether we are in the cockpit or behind a desk, moving cargo, checking our passengers in or ensuring they are safe and comfortable while in the air, we are all one team, focused on delivering one world-class airline operation. Join us and discover just how far you can go!

Role Introduction

Cathay Pacific Canada is looking for enthusiastic, service oriented professional to join the San Francisco Team. The successful candidate will oversee and ensure that airport operations during the operational shift run smoothly and efficiently whilst complying with the established safety, security and quality standards. They will be responsible for delivering the best possible operation and airport service experience to ensure our customers always feel special, valued and recognized regardless of circumstance.

Overview

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 infringementsSupport 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) delegate of the airport adhering to the risk escalation process to the Functional Duty Holder (GM ASD)

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 pointsSupport 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 contactEnsure people and team (including suppliers) are up-to-date with the latest product knowledge Proactively support the use of new technologies in customer servicesEnsure the airport lounge is run with the highest level of service standards and is customer centricConfer recognition on and help to earn the loyalty and emotional attachment of our highest-value customers (front-end and elite MPO)

Represents Cathay interest in the Airport Community

Develop external airport relationships in the best interests of the Company – authorities, suppliers and service providers, oneworld partners, and other airlinesEnsure competition compliance involvement in airport-related industry affairsProtect and advance the Company’s reputation

E&A

Emergency and Accident and Crisis Response responsibilities as requiredKey Responsibilities

Operational Excellence

Act as the escalation point for the Ground Handling AgentManage and oversee Ground Handling Agent teams dedicated to Cathay flight operations to achieve operational excellence, being on time and error freeHelp to implement innovative ideas and proactively strive to do things differently and better in all aspects of our business and operationsContinuously drive improvement in operational performance, effectiveness and productivityEnsure and conduct regular Quality Control checks on station performance, including provision of service by suppliersConduct thorough flight briefing to the team as requiredUndertake any other reasonable task as requested

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 contingenciesHelp 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 standardsProactively prevent and manage flight disruptions and irregularitiesEnsure customers are cared for, informed and given choice where possible through the use of disruption management tools

People Development and Performance Management

Lead, support and encourage own team to achieve successBuild a strong and motivated team, ensure the right people are in place to foster positive team spirit and facilitate teamworkSupervise and mentor direct reports, encouraging effective collaborationDevelop 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 appropriateMaintain active and ongoing dialogue in relation to employee goals and performanceActively engage with employees to enhance communication and their understanding of department goalsDemonstrate leadership and lead by example in accordance with Cathay Pacific’s core valuesEnhance 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 suppliersImplement action plans in an efficient manner and keep track of progress with documented records

Cost Efficiency and Productivity

Manage daily productivity and flexibility in resource deployment and be involved with rostering as requiredDrive down costs and seek new revenue opportunitiesSupport and carry out station administration duties, including rostering as requiredAs a local functional representative responding and co-ordinating on appointed mattersRequirements

Academic Qualifications

Post-Secondary Diploma / Certificate in an Airport or service-related discipline or equivalent combination of education, training, and experience is requiredA Bachelor’s degree in an aligned field 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 one years’ 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 outcomeSuperior independent working capabilities with strong decision-making skillsSelf-motivated and committed leader who enjoys teamworkStrong customer service mentality with superior interpersonal skillsFull technical knowledge and capability (multi-skilled) to competently perform each airport job functionThorough understanding of company policies and international regulatory procedures and all required local regulatory mattersBroad understanding of the mode of operation of the Company, oneworld partner carriers and other airlinesUnderstanding of relevant international regulatory safety, industry and operational requirements and trendsAbility to work diligently in a fast-paced environment under tight timelinesAbility to handle and react effectively and spontaneously to the different operational modes such as normal operations, disruption, Emergency and Accident and contingency situationsAdapts to and embraces constant change

Additional Requirements

Must possess a valid state issued driver’s license Must successfully pass all pre-screening clearances, including a background check and pre-employment drug screen upon contingent job offer  Obtain and retain necessary credentials and clearances (SIDA and Customs Seal) per local requirements • Ability to move equipment up to 50 lbs occasionally  Ability to work diligently in a fast-paced environment and under tight timelines Comfortable working outdoors on the tarmac in all weather conditions Must be able to work a variety of shifts including days, weekends, nights, holidays, and overtime, as required based on operational needsMust have the right to live in work in the USABenefits

athay Pacific Airways is proud to offer eligible employees competitive Compensation & Benefits package, as varied by location, regularly scheduled hours worked, length of employment and employment status as highlighted below.

Travel Privileges on Cathay Pacific Airways Global NetworkExtensive well-being programs including health, dental, prescription, vision, virtual doctor visits and flexible spending accounts and employee assistance program benefits to help you stay well.Generous 401K Matching ProgramPaid Holiday & VacationLTD & Basic Life InsuranceIf this position requires a uniform, a uniform allowance will be provided.To learn more about Cathay Pacific as a Certified Great Place Employer –Please Click Here’

Salary Range -

The estimated salary range for this role is $74,850 to $112,200 per year. Employee pay will vary based on factors such as qualifications, experience, skill level, competencies and work location.

 

Personal & Application Information

Cathay Pacific Airways is an Equal Opportunity (EOE) and Affirmative Action (AA) employer.  All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status and other protected status as required by applicable law and will not be discriminated against.  Cathay Pacific Airways is an E-Verify participating employer.

If you require assistance or an accommodation in completing any aspect of the application process, please contact the Cathay Americas Recruiting team at: jobs@cathaypacific.com. 

Apply now

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